Senior Service Desk Technician

Business Wire

. Lead and assist Service Desk Technicians in supporting internal employees and external clients .

Posted 10/15/2026full-timeSan Francisco • California • United StatesSenior💰 $85,000 - $91,000 per yearWebsite

Tech Stack

Tools & technologies

AzureCloudITSMJamfMacOSServiceNow

About the role

Key responsibilities & impact

Lead and assist Service Desk Technicians in supporting internal employees and external clients
Act as a senior escalation point for complex or unresolved incidents
Own business-critical incidents through resolution, coordinating with Infrastructure, Security, Engineering, and third-party vendors
Respond to user-impacting outages, access issues, and executive escalations
Drive incidents through completion and provide stakeholders with timely communication and status updates
Participate in and support on-call rotations, including after-hours escalations
Lead or contribute to Service Desk-focused projects and improve service delivery
Collaborate with Technology teams using industry best practices
Provide advanced troubleshooting and support for Windows 10/11 and macOS devices
Support applications, hardware, peripherals, and connectivity issues
Administer endpoint management platforms including Microsoft Intune and Jamf
Support zero-touch provisioning and automated enrollment workflows for Mac and Windows devices
Install, configure, and maintain IT equipment and software
Administer Microsoft cloud services including Exchange Online, Entra ID (Azure AD), and Intune
Support identity and access management platforms such as Okta, including user provisioning, MFA, group management, and entitlement enrollment/disenrollment
Coordinate with vendors and third parties to resolve service-impacting issues
Support endpoint and user lifecycle processes through automation and basic scripting
Recommend and implement workflow improvements
Document incidents, requests, root cause analysis, and resolutions in the ticketing system
Create and maintain technical documentation, operational procedures, support runbooks, and knowledge base articles
Provide technical leadership, mentoring, and operational guidance as the primary escalation resource
Deliver technology training and knowledge-sharing sessions for end users
Communicate clearly and professionally with users at all organizational levels

Requirements

What you’ll need

5+ years of experience in a Service Desk or Help Desk environment
Strong knowledge of Windows 10/11 and macOS support
Proficiency with Microsoft 365 cloud services (Exchange Online, Entra ID, Intune)
Strong experience with endpoint management tools, especially Jamf and Intune
Experience with ITSM/ticketing platforms (ServiceNow, Jira, or similar)
Solid understanding of ITIL practices, especially Incident and Problem Management
Working knowledge of basic networking and security concepts (2+ years)
In-depth, hands-on experience administering identity platforms such as Okta, including SSO integrations, MFA policies, and provisioning workflows
Ability to work independently while collaborating effectively within a team
Strong troubleshooting skills with the ability to perform under pressure and handle multiple priorities
Demonstrated commitment to providing excellent customer service
Basic scripting experience (PowerShell, Bash, or similar) preferred
Experience supporting automation workflows and zero-touch device provisioning preferred
Prior experience leading projects or mentoring junior technicians preferred
Experience coordinating with vendors and third-party support providers preferred
A pre-employment background check will be required after acceptance of an offer

Benefits

Comp & perks

Ability to work remotely
Excellent health benefits that begin on your first day of employment
$100 monthly fitness allotment
Tuition reimbursement program
Enhanced mental health resources
401(k) plan with generous company match
Annual profit sharing contribution (subject to company performance)
PTO
Floating Holidays
Wellness Day Off
Birthday Day Off