Service Desk Technician

Fitch Group is currently seeking a Service Desk Technician based out of our New York office. As a leading, global financial information services provider, Fitch Group delivers vital credit and risk insights, robust data, and dynamic tools to champion more efficient, transparent financial markets. With over 100 years of experience and colleagues in over 30 countries, Fitch Group’s culture of credibility, independence, and transparency is embedded throughout its structure, which includes Fitch Ratings, one of the world’s top three credit ratings agencies, and Fitch Solutions, a leading provider of insights, data and analytics. With dual headquarters in London and New York, Fitch Group is owned by Hearst. Fitch's Technology & Data Team is a dynamic department where innovation meets impact. Our team includes the Chief Data Office, Chief Software Office, Chief Technology Office, Emerging Technology, Shared Technology Services, Technology, Risk and the Executive Program Management Office (EPMO). Driven by our investment in cutting-edge technologies like AI and cloud solutions, we’re home to a diverse range of roles and backgrounds united by a shared passion for leveraging modern technology to drive projects that matter to our organization and clients. We are also proud to be recognized by Built In as a “Best Place to Work in Technology” 3 years in a row. Whether you're an experienced professional or just starting your career, we offer an exciting and supportive environment where you can grow, innovate, and make a difference. Want to learn more about a career in technology and data at Fitch?Visit: About the Role The Fitch Group Global Service Desk is a fast paced, diverse and exciting team with a passion for customer service, user experience and technology. The Service Desk provides 24x5 IT support to over 6,000 Fitch Group users globally. How You’ll Make an Impact: Own incidents and requests end-to-end: triage, troubleshoot, resolve, and document—driving tickets to closure with a strong focus on root cause and quality. 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. You May be a Good Fit if: 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. Why Choose Fitch: Hybrid Work Environment: 4 days a week in office required based on your line of business and location Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity • Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interest or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work. Fitch is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law. FOR NEW YORK ROLES ONLY: Expected base pay rates for the role will be between $80,000 - $85,000 per year. Actual salaries will be determined on an individualized basis and may vary based on factors including but not limited to education, training, experience, past performance, and other job-related factors. Base pay is one part of Fitch’s total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits sponsored by Fitch.