Enterprise Service Desk Analyst — Remote Support & Windows Expert

CornerStone Technology Talent Services; Richardson (TX); Hybrid; USD 50,000 - 70,000; Full time

Job summary

CornerStone Technology Talent Services seeks a Service Desk Analyst to support end users across a modern Microsoft-based infrastructure in a hybrid work environment. You will handle desktops, laptops, mobile devices, and printers, troubleshoot Office 365, VPN, and AD issues, and support both onsite and remote staff.

The role requires strong communication, customer service orientation, and the ability to manage multiple incidents with SLA awareness.

Qualifications

• 2+ years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support roles.
• Hands-on experience supporting Microsoft Office 365, Active Directory, VPN connectivity, and business applications.
• Experience using ticketing platforms such as ServiceNow, Jira, Remedy, Zendesk, or similar.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
• Strong verbal and written communication skills with a customer-focused approach.

Responsibilities

• Deliver first-line technical support for desktops, laptops, mobile devices, printers, and peripheral hardware.
• Troubleshoot and resolve issues related to Windows environments, Office 365, VPN connectivity, user access, and business applications.
• Support hybrid and remote employees using remote access and endpoint support tools.
• Manage user accounts, password resets, permissions, and onboarding/offboarding activities within Active Directory and cloud-based identity platforms.
• Respond to technical incidents and service requests through enterprise ticketing systems while maintaining SLA expectations.
• Perform workstation setup, imaging, software deployments, updates, and patching.
• Document troubleshooting steps, resolutions, and support interactions clearly and accurately.
• Escalate advanced issues to infrastructure, networking, or engineering teams when appropriate.
• Provide white-glove customer service to users across varying technical skill levels.
• Contribute to a collaborative IT support culture focused on efficiency, reliability, and continuous improvement.

Skills

Customer service mindset

Communication skills

Multitasking

Teamwork

Tools

ServiceNow

Jira

Remedy

Zendesk

Job description

CornerStone Technology Talent Services seeks a Service Desk Analyst to support end users across a modern Microsoft-based infrastructure in a hybrid work environment. You will handle desktops, laptops, mobile devices, and printers, troubleshoot Office 365, VPN, and AD issues, and support both onsite and remote staff.

The role requires strong communication, customer service orientation, and the ability to manage multiple incidents with SLA awareness.