Service Desk Analyst

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 is partnering with a high-performing enterprise environment seeking a driven and customer-focused Service Desk Analyst to support end users across a modern Microsoft-based infrastructure. This is an excellent opportunity for someone who enjoys solving technical problems, supporting business operations, and building a long-term career within enterprise IT support.

We’re looking for a tech-savvy professional who combines strong troubleshooting abilities with exceptional communication skills and a genuine passion for customer service. The ideal candidate thrives in fast-paced environments, adapts quickly to new technologies, and understands how critical responsive IT support is to business success.

This role offers exposure to enterprise-level support operations, modern endpoint technologies, cloud-based user management, and collaborative IT teams supporting both onsite and remote workforces.

What You’ll Be Doing

• 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

What We’re Looking For

• 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 and connectivity troubleshooting
• Hardware and software support
• 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
• Ability to prioritize and manage multiple technical issues in a fast-moving environment
• Strong customer service mindset with a solutions-oriented approach

Preferred Experience

• Experience supporting enterprise or corporate IT environments
• Exposure to Azure AD, Intune, endpoint management, or device provisioning tools
• Familiarity with hybrid workforce support models
• Certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or ITIL are a plus

The Right Personality for This Role

• Customer-first mentality with strong interpersonal skills
• Naturally curious and eager to learn new technologies
• Dependable, organized, and detail-oriented
• Calm under pressure with strong analytical thinking
• Team-oriented while also capable of working independently
• Passionate about delivering a high-quality support experience

Why Professionals Work With CornerStone TTS

At CornerStone Technology Talent Services, we specialize in connecting IT professionals with high-impact opportunities that align with their technical strengths and long-term career goals. Our team understands today’s evolving technology landscape and works closely with candidates throughout the hiring process to ensure strong alignment, transparency, and career growth potential.

This opportunity offers:

• Exposure to enterprise-level IT operations and technologies
• Long-term career growth potential through contract-to-hire conversion
• Collaborative technical environments with modern support tools
• Hands-on experience supporting hybrid infrastructure and cloud-connected users
• The ability to sharpen both technical and customer-facing skills in a highly visible support role