> Markdown version of [/jobs/ext/2655448-service-desk-technician](https://www.wearedevelopers.com/jobs/ext/2655448-service-desk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** Fitch Group, Inc. - **Location:** New York, NY, United States - **Experience:** Experienced - **Salary:** $80,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple IOS, Apple Mac Systems, JIRA, Microsoft Outlook, System Center Configuration Manager, Phishing, Microsoft SharePoint, Microsoft InTune, Casper Suite, Event Viewer, Cisco - **Published:** August 5, 2026 - **Apply:** https://www.dice.com/job-detail/6fbd2b5e-741f-427c-9bd2-736cd878c420 ## About the Role * 2+ years' experience in a Service Desk/IT Support environment with demonstrable Level 2 troubleshooting responsibility. * Strong working knowledge of Windows 11 and macOS support in an enterprise environment (plus iOS support). * Confident troubleshooting Microsoft 365 (Teams, OneDrive sync issues, Outlook profile/authentication, permissions/sharing, add-ins). * Experience with endpoint management concepts and tooling (e.g., Intune, device compliance, app deployment, profiles/policies). * Comfortable using an ITSM tool (e.g., Jira Service Management) with strong ticket hygiene: categorisation, prioritisation, documentation, and SLA awareness. * Excellent communication skills with the ability to lead the user through resolution and set expectations clearly. * Willingness and availability to participate in an on-call rotation. What Would Make You Stand Out: * Experience supporting executive/VIP users in a corporate environment. * Hands-on macOS management/troubleshooting with Jamf (policies, profiles, inventory, app deployment). * Exposure to identity/access concepts (e.g., SSO/MFA, account lockouts, access groups). * Familiarity with security tools (Zscaler, CrowdStrike), phishing awareness, and handling access/data requests appropriately. * ITIL certification (or strong practical knowledge of incident/request/problem management). * A track record of reducing repeat incidents via knowledge creation and trend analysis. ## Description * Provide advanced remote and in-person support for Windows and Mac endpoints, collaboration tooling, and corporate applications. * Diagnose and resolve complex issues across Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), endpoint management (Intune and SCCM), and Video Conferencing (Cisco). * Perform structured troubleshooting using logs, system tools, event viewer, device management portals, and known error patterns; identify recurring issues and propose fixes. * Escalate effectively and manage escalations: ensure the right technical detail is captured, coordinate with escalation teams, and maintain ownership until resolution. * Improve the Service Desk by contributing to knowledge articles, standard operating procedures, and coaching peers on repeat issues and best practices. * Deliver efficient onboarding/offboarding with a focus on day-one readiness, access provisioning, device readiness, and a smooth user experience. * Keep users informed through clear, timely updates-translating technical detail into business-friendly language. * Participate in a shared on-call rotation to provide weekend support, ensuring continuous coverage for our global user base. 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