Service Desk Technician

Responsibilities

• Serve as the first point of contact for IT support incidents via phone, email, chat, or ServiceNow
• Provide technical troubleshooting for Windows 11, Office 365, Microsoft Teams, and Adobe applications
• Manage user accounts and access through Entra ID (Azure AD), on-premises Windows Domains, and Okta
• Troubleshoot hardware issues involving workstations, laptops, monitors, printers, and peripherals
• Resolve network connectivity and VPN issues for global employees
• Respond to endpoint security alerts and remediation tasks using CrowdStrike
• Document troubleshooting steps and maintain Knowledge Base (KB) articles
• Utilize BeyondTrust/Bomgar for remote support and troubleshooting activities

Requirements

• Minimum 3 years of IT support or service desk experience in a professional environment
• Strong troubleshooting skills specifically with Windows 11
• Solid understanding of Office 365 administration and productivity applications
• Familiarity with identity platforms including Entra ID, Active Directory, and Okta
• Experience with endpoint security and remediation tools like CrowdStrike
• Proficiency with ServiceNow or another ITSM ticketing system
• Excellent customer service, communication, and organizational skills

Preferred Qualifications

• Certifications such as CompTIA A+, MS-900, AZ-104, or ITIL Foundation
• Experience working in a distributed or global support environment

About the Company

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are to help identify skills gaps, retain top talent, and provide multimodal learning experiences to a global workforce of over 100 million users.