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Service Desk Executive Support and Technical Lead

Company: Business Wire
Location: San Francisco
Posted on: February 25, 2021

Job Description:

Service Desk Executive Support and Technical Lead 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, big and small, depend on us to accurately publicize market-moving news and multimedia, host online newsrooms and investor relations websites, and generate social engagements that continuously develop interactions with their target audience. About The Team The Infrastructure team is committed to creating an inspiring and rewarding place to build out and support the technology infrastructure for all of the people who deliver Business Wire's amazing client experience - from our newsroom team, to marketing, to tech talent to media relations. We pride ourselves on creating a fulfilling and collaborative environment where we solve big problems together. We're looking for smart, passionate, creative and innovative people to join our team! About The Role Reporting to the Manager of Service Desk, the Service Desk Executive Support and Technical Lead is the initial point-of-contact for Executive team related needs, and responds and communicates issues promptly regarding any assigned tasks, executing them with top-notch quality. This person is a great communicator with especially strong interpersonal communication skills in both remote and onsite settings. This role requires a flexible schedule and high availability, supporting an on-call schedule with the occasional need to work with and support team members in our offices globally. This is a salaried/exempt position.-- What You'll Do

  • Provide a world-class onsite and remote IT Service Desk Support experience for Business Wire team members.
  • Provide technical guidance and leverage best practices to refine and improve processes and procedures.
  • Ensure that exceptionally high customer service standards are met with great focus on the team member support experience. Promote knowledge sharing and learning amongst the team.
  • Host weekly training sessions for the team.
  • Take point as lead service desk responder during severity incidents,--collaborating with multiple teams to communicate technical issues in a clear and simple format to large audiences.
  • Provide guidance for technical projects within the Service Desk team, research and provide informed and experienced input for future tools and technology initiatives.
  • Coordinate and lead company all-hands meetings from a technical perspective ensuring a seamless and professional meeting delivery and experience.
  • Collaborate with the Corp IT Systems and InfoSec teams to implement advanced features, functionality and the continued buildout of Business Wire MDM and IAM platforms. Leverage system tools such as SCCM, JAMF, and Office 365 to manage and secure Business Wire endpoints.
  • Troubleshoot Microsoft Operating Systems, Dell hardware,--Apple OS and MacBook laptops, Office365, mail routing, and secure virus and malware remediation steps.
  • Collaborate with internal teams to improve onboarding and offboarding processes, and host onboarding sessions.
  • Lead process development for inventory management and endpoint reporting accuracy.
  • Support identity management tools and collaborate with Corp Systems Team for IAM projects and initiatives.
  • Support advanced conferencing hardware and collaboration technologies. What You'll Need
    • 5+ years of hands-on systems support in a high-availability, 24x7 Windows environment,--preferably in a VIP Support or Technical Lead role.
    • Advanced knowledge and experience supporting: Office 365, Active Directory, SCCM, JAMF, Slack, Barracuda, Zoom, Ring Central, remote connectivity,--and other collaboration tools.
    • Experience in automation technologies and concepts,--with an inquisitive mindset for creative solutions.
    • Excellent time management, communication, and organizational skills.
    • A positive attitude with drive and focus to provide an excellent support experience.
    • Microsoft, CompTIA, and A+ certifications are a plus. Business Wire will not sponsor a new applicant for employment authorization for this position. Local candidates preferred. Relocation assistance is not provided. 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.

Keywords: Business Wire, San Francisco , Service Desk Executive Support and Technical Lead, IT / Software / Systems , San Francisco, California

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