Service Desk Engineer

Business Wire, a Berkshire Hathaway company, is the global market leader in press release distribution and regulatory disclosure. We are on a mission to redefine how organizations connect with their audiences - and that’s just the beginning!

Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences.

About the Role

A Service Desk Engineer supports Business Wire employees by troubleshooting, diagnosing, and resolving problems related to computer hardware, operating system, applications, networking, and peripherals. The individual will also take part in incident escalations and coordination across various technical teams.

An ideal candidate possesses a broad mixture of experience; technical/functional knowledge, consultative, and a demonstrated track record of providing a high level of customer service. 

• Support the End User Technology environment across various applications and hardware (Windows & Mac).
• Respond to IT service requests from employees via chat, phone, email, or ticketing system promptly and professionally.
• Administers Jamf and Microsoft Intune to manage macOS and Windows endpoints, ensuring devices remain compliant and properly configured throughout their lifecycle.
• Deploys and maintains software packages and application versioning across managed endpoints including testing and validating updates prior to rollout.
• Supports zero-touch provisioning workflows for Mac and Windows devices, enabled automated enrollment, configuration, and security policy enforcement upon first boot.
• Supports endpoint and user lifecycle processes through automation scripting and implements workflow automations that improve response and resolutions times.
• Administers OKTA to support user provisioning, MFA policies, group assignments, and application access management.
• Configures and maintains SAML and OIDC SSO integrations to provide secure, seamless access to business applications.
• Install, configure, and maintain IT equipment and software in alignment with company standards. Create and maintain technical/process documentation.
• Provide technology training.
• Document activities in ticketing system and maintain IT inventory and records.
• Escalate complex or unresolved issues to senior IT staff or management.
• Entitlement enrollment/disenrollment.
• Additional duties as required.

• 4 years of IT Service Desk experience.
• Demonstrate technical proficiency providing Microsoft and Mac desktop and network support.
• Experience supporting common software products, such as Windows/Mac operating systems, Office365, Active Directory, VPN, Antivirus, and Okta.
• Experience with using and supporting IT service management tools, like Jira, and knowledge of best practices (ITIL).
• Experience with endpoint device management solutions (JAMF, Intune).
• Ability to work independently and as part of a team.
• Ability to troubleshot under pressure, handle multiple priorities, while providing exemplary customer service and professional demeanor.
• Ability to learn new technologies and skills.
• Basic scripting knowledge.
• Certification such as CompTIA A , CompTIA Net , ITIL, and Microsoft 365 are a plus.

• The base salary range for this position is $70K to $75K/year.  Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data.  Business Wire reserves the right to modify this salary range at any time.

• Ability to work remotely
• Excellent health benefits that begin on your first day of employment
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!

A pre-employment background check will be required after the acceptance of an offer. Business Wire is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Business Wire will also consider for employment qualified applicants with arrest and conviction records.