Senior Service Desk Technician

The Senior Service Desk Technician provides high-quality end-user technology support and offers operational leadership within the Service Desk. This onsite role in San Francisco supports Windows and macOS environments, manages complex incident resolution, and coordinates with internal teams and external vendors to maintain service continuity.

Location and Compensation

• Location: San Francisco, CA (onsite)
• Salary: USD 85,000 to 91,000 per year
• Experience: 5+ years

Core Responsibilities

• Lead and assist Service Desk Technicians in supporting internal employees and external clients.
• Serve 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 as needed.
• Respond with urgency and sound judgment for user-impacting outages, access issues, and executive escalations.
• Drive incidents through completion and provide stakeholders with timely communication and status updates.
• Participate in on-call rotations, including after-hours escalations.
• Lead or contribute to Service Desk-focused projects that improve roles, responsibilities, and service delivery.
• Collaborate with Technology teams using industry best practices.
• Provide advanced troubleshooting and support for Windows 10/11 and macOS devices.
• Support a range of applications, hardware, peripherals, and connectivity issues.
• Administer endpoint management platforms, including Microsoft Intune and Jamf, to ensure device compliance across the device lifecycle.
• Support zero-touch provisioning and automated enrollment workflows for Mac and Windows devices.
• Install, configure, and maintain IT equipment and software in alignment with company standards.
• 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 or disenrollment.
• Work directly 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 to reduce resolution time and improve service quality.
• Document incidents, requests, root cause analysis, and resolutions accurately in the ticketing system.
• Own the creation and maintenance of technical documentation, operational procedures, support runbooks, and knowledge base articles.
• Provide hands-on technical leadership, mentoring, and operational guidance while acting as the primary escalation resource for the Service Desk team.
• Deliver technology training and knowledge-sharing sessions for end users.
• Communicate clearly and professionally with users at all levels of the organization.

Required Qualifications

• 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, including Exchange Online, Entra ID (Azure AD), and Intune.
• Strong experience with endpoint management tools, especially Jamf and Intune.
• Experience with ITSM or ticketing platforms, including 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 administration of 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, including the ability to work under pressure and manage multiple priorities.
• Demonstrated commitment to excellent customer service.

Preferred Qualifications

• Basic scripting experience (PowerShell, Bash, or similar).
• Experience supporting automation workflows and zero-touch device provisioning.
• Prior experience leading projects or mentoring junior technicians.
• Experience coordinating with vendors and third-party support providers.

Tools and Technologies

• Windows 10/11, macOS
• Microsoft Intune, Jamf
• Exchange Online, Entra ID (Azure AD), Microsoft 365
• Okta
• ServiceNow, Jira, ITSM, ITIL
• PowerShell, Bash
• SSO

Benefits

• 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