Remote opportunity at
Business WireSenior Service Desk Technician
Business Wire, operating as a Berkshire Hathaway company, functions as a worldwide market leader in regulatory disclosure and press release distribution. The organization provides services that…
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About This Role
Business Wire, operating as a Berkshire Hathaway company, functions as a worldwide market leader in regulatory disclosure and press release distribution. The organization provides services that help various enterprises publicize important news and multimedia while generating audience interactions. Business Wire is currently hiring a remote Senior Service Desk Technician. This role centers on delivering advanced technology support to end users while offering operational leadership within the Service Desk department. The…
Job Description
Business Wire, operating as a Berkshire Hathaway company, functions as a worldwide market leader in regulatory disclosure and press release distribution. The organization provides services that help various enterprises publicize important news and multimedia while generating audience interactions. Business Wire is currently hiring a remote Senior Service Desk Technician.
This role centers on delivering advanced technology support to end users while offering operational leadership within the Service Desk department. The position involves maintaining macOS and Windows environments, steering complex incident resolutions, and coordinating service desk projects. Individuals in this role will collaborate alongside internal technology teams and vendors to uphold service standards.
The successful candidate will provide hands-on technical guidance, mentor staff, resolve high-priority incidents, and drive improvements in operational workflows. Responsibilities include administering endpoint management platforms like Microsoft Intune and Jamf, managing identity services through Okta and Entra ID, and supporting zero-touch provisioning. The position requires participation in on-call rotations and after-hours escalation handling.
Responsibilities
- Assist and lead Service Desk Technicians in aiding internal employees and external clients
- Serve as a primary escalation point for complex or unresolved technical incidents
- Manage business-critical outages and coordinate with Infrastructure, Security, Engineering, and third-party vendors
- Participate in on-call rotations and manage after-hours escalations
- Administer endpoint management systems including Microsoft Intune and Jamf
- Maintain Microsoft cloud services such as Exchange Online and Entra ID
- Handle identity and access management through Okta
- Document technical issues, root cause analyses, operational procedures, and runbooks in the ticketing system
- Provide technology training sessions for end users
Requirements
- Have at least five years of experience working in a help desk or service desk setting
- Demonstrate strong knowledge regarding Windows 10 and 11 as well as macOS support
- Possess proficiency with Microsoft 365 cloud services
- Show extensive experience utilizing endpoint management tools like Jamf and Intune
- Work with ITSM and ticketing platforms such as ServiceNow or Jira
- Understand ITIL practices with a focus on problem and incident management
- Bring at least two years of working knowledge related to basic networking and security concepts
- Hold hands-on experience administering identity platforms like Okta
Qualifications
- Bring basic scripting experience in tools such as PowerShell or Bash
- Demonstrate experience supporting automation workflows and zero-touch device provisioning
- Show prior experience leading projects or providing mentorship to junior technicians
- Possess experience coordinating activities with vendors and third-party support providers
Core Skills
Benefits
- Ability to work remotely
- Comprehensive health benefits starting on the first day of employment
- Monthly fitness allotment of 100 dollars
- Tuition reimbursement program
- Enhanced mental health resources
- 401(k) plan featuring a company match
- Annual profit sharing contribution dependent on company performance
- Paid time off, floating holidays, wellness days off, and birthday days off
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting states that the position has the ability to work remotely.
What is the salary range for the Senior Service Desk Technician role?
The base salary range spans from 85,000 to 91,000 dollars per year, determined by factors such as education, experience, and internal equity.
What level of experience is required?
Candidates must have five or more years of experience working in a help desk or service desk environment.
Sample Interview Questions
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