Senior Service Desk Technician

This job is with Cornerstone OnDemand, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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.