Senior Service Desk Technician

As a Senior Service Desk Technician to join our IT team and
provide advanced technical support for end users across hardware, software, and
network environments. The ideal candidate will have strong troubleshooting
skills, excellent communication, and the ability to mentor junior technicians
while ensuring prompt and efficient service delivery.

In this role, you will…

• Act as the primary escalation point for complex technical
  issues from Level 1/2 Service Desk staff.
• Provide advanced support for end-user devices (Windows, macOS,
  mobile devices, peripherals).
• Troubleshoot hardware, software, and network-related problems
  through remote and on-site support.
• Provide assistance to Company Senior Leadership/ Excecutive
  Leadership Team during IST hrs
• Manage incidents, service requests, and changes using ITSM
  tools like ServiceNow
• Assist in maintaining IT infrastructure including Active
  Directory, Office 365, Okta, Global Protect VPN, and Endpoint management
  systems with Intune & JAMF.
• Participate in onboarding and offboarding processes (user
  account creation, access provisioning, asset setup).
• Collaborate with other IT teams (infrastructure, security,
  applications) for issue resolution and process improvement.
• Document solutions, maintain knowledge base articles, and
  enforce service desk best practices.
• Mentor and support junior technicians to enhance team
  performance.
• Contribute to IT projects such as hardware refresh, software
  rollout, and process automation.

You've Got What It Takes If You Have…

• Bachelor's degree in Information Technology, Computer Science,
  or related field (or equivalent experience).
• 4–6 years of experience in IT service desk or desktop support
  roles.
• Strong knowledge of Windows and macOS operating systems,
  Microsoft 365, Active Directory, and remote management tools.
• Good understanding of networking basics (DNS, DHCP, VPN, Wi-Fi
  troubleshooting).
• Experience with ITSM tools and ticketing systems like SNOW.
• Excellent problem-solving, communication, and customer service
  skills.
• Ability to prioritize tasks and work independently under
  minimal supervision.
• Certifications such as CompTIA A+, Network+, ITIL
  Foundation, or Microsoft Certified: Modern Desktop Administrator are
  preferred.

Extra dose of awesome if you have...

• Experience in hybrid or cloud environments (Azure AD, Intune,
  MDM solutions).
• Exposure to scripting or automation tools (PowerShell, Python,
  etc.).
• Understanding of IT security best practices and compliance
  standards.

#LI-Onsite

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.  

Who We Are:

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. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

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