Senior Service Desk Technician
$85,000–$91,000 year
Hybrid · San Francisco, California, United States
Job Summary
Senior Service Desk Technician responsible for delivering high-quality end-user technology support across Windows 10/11 and macOS, leading incident resolution and service desk initiatives, mentoring junior technicians, and driving process improvements. Works with Microsoft 365 cloud services (Exchange Online, Entra ID, Intune), endpoint management (Jamf, Intune), ITSM tooling (ServiceNow/Jira), and identity platforms (Okta, SSO/MFA). Responsibilities include on-call rotations, project participation, documenting incidents and resolutions, maintaining technical documentation, and providing training to end users. Requires strong customer service, effective communication, and the ability to balance independent work with team collaboration.
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 (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
- Ability to communicate clearly and professionally with users at all levels of the organization
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