Service Desk Analyst II

Cornerstonetechtalent; Carrollton (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

CornerStone Technology Talent Services is seeking a Service Desk Analyst II to provide Tier 2 IT support for a multi-location healthcare organization from its Carrollton, TX campus. The role emphasizes hands-on problem solving, incident ownership, and collaboration with cross-functional teams.

The ideal candidate will troubleshoot Windows and macOS environments, support Microsoft 365, manage Active Directory, and resolve complex network and connectivity issues while delivering exceptional

Qualifications

• 3+ years of hands-on IT support experience, Tier 2 or higher.
• Strong troubleshooting across Windows, desktops, software, and network connectivity.
• Experience supporting remote users and resolving escalated incidents.
• Microsoft 365 administration and troubleshooting.
• Familiarity with Active Directory and access management.
• Understanding of core networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience using IT service management or ticketing platforms.

Responsibilities

• Provide Tier 2 technical support for onsite and remote end users across hardware, software, and network issues.
• Serve as escalation resource for Tier 1, perform root-cause analysis, implement solutions.
• Troubleshoot Windows and macOS devices and applications; manage peripherals.
• Support Microsoft 365 apps (Outlook, Teams, OneDrive) and authentication issues.
• Administer Active Directory (user accounts, passwords, group maintenance).
• Coordinate with vendors and internal teams to resolve incidents.
• Document troubleshooting steps and resolutions in the ticketing system.

Skills

Windows & macOS support

Microsoft 365 administration

Active Directory administration

Networking basics (TCP/IP, DNS, DHCP,

IT service management / ticketing

Troubleshooting & root-cause analysis

Customer service & communication

Remote support experience

Tools

Microsoft Intune

ITSM ticketing platforms

Job description

Service Desk Analyst II – Tier 2 IT Support Location: Carrollton, TX Industry: Healthcare Technology / Multi-Site IT Support

Build Your Career with CornerStone Technology Talent Services

At CornerStone Technology Talent Services (TTS), we connect skilled IT professionals with organizations where their technical expertise makes a meaningful impact. Backed by more than 30 years of staffing experience, our team specializes in connecting technology professionals with opportunities that offer professional growth, challenging work, and long-term career potential.

We are seeking an experienced Service Desk Analyst II to support a rapidly growing, multi-location healthcare organization. This opportunity is ideal for a hands‑on IT professional who thrives in a fast‑paced service desk environment, enjoys solving complex technical challenges, and takes ownership of issues through resolution. You'll support a distributed network of end users and business locations, troubleshoot escalated hardware, software, and connectivity issues, and help maintain the systems that keep daily operations running smoothly.

Key Responsibilities

• Provide Tier 2 technical support for onsite and remote end users, troubleshooting complex hardware, software, network, and application issues.
• Serve as an escalation resource for unresolved Tier 1 incidents, performing root cause analysis and implementing sustainable solutions.
• Troubleshoot Windows and macOS devices, including operating system errors, performance issues, application compatibility, and peripheral connectivity.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and common authentication and access issues.
• Perform Active Directory administration, including user account management, password resets, account unlocks, and security group maintenance.
• Diagnose network connectivity issues involving TCP/IP, DNS, DHCP, VPN, Wi‑Fi, and basic LAN troubleshooting.
• Install, configure, troubleshoot, and maintain business‑critical applications and workstation environments.
• Assist with endpoint provisioning, software deployment, patching, and device management using Intune or comparable platforms.
• Troubleshoot printers, scanners, and other connected equipment used in business and clinical environments.
• Coordinate with third‑party vendors and internal infrastructure teams to resolve complex technical incidents.
• Document troubleshooting procedures, incident resolutions, and recurring issues within a ticketing system.
• Identify recurring technical problems and recommend process improvements to reduce downtime and improve service delivery.
• Assist with workstation deployments, equipment replacement, and technology upgrades as needed.

Required Qualifications

• 3+ years of hands‑on IT support experience, including demonstrated experience providing Tier 2 or higher technical support.
• Strong troubleshooting skills across Windows operating systems, desktop hardware, software applications, and network connectivity.
• Experience supporting remote users and resolving escalated technical incidents.
• Working knowledge of Microsoft 5‑365 administration and troubleshooting.
• Familiarity with Active Directory, user account administration, and access management.
• Understanding of core networking concepts, including TCP/IP, DNS, DHCP, and VPN connectivity.
• Experience using IT service management or ticketing platforms to document, prioritize, and track incidents.
• Strong analytical and problem‑solving skills with the ability to independently diagnose and resolve technical issues.
• Excellent communication and customer service skills, including the ability to explain technical solutions to non‑technical users.
• Ability to manage competing priorities and maintain professionalism in a high‑volume support environment.
• Ability to lift and move IT equipment weighing up to 75 lbs. when required.

Highly Preferred Skills

• macOS support experience, including troubleshooting Apple hardware, operating systems, applications, and user connectivity.
• Experience with Microsoft Intune, endpoint provisioning, software deployment, or device lifecycle management.
• CompTIA A+, Network+, or comparable IT certifications.
• Experience supporting geographically distributed offices or multi‑location environments.
• Healthcare, dental, or clinical technology support experience.
• Familiarity with practice management software, clinical applications, imaging systems, or related technology.
• Experience working with external technology vendors to troubleshoot application or infrastructure issues.

What Makes You Successful in This Role

We're looking for more than someone who can close tickets. The ideal candidate is a proactive technical troubleshooter who understands how technology affects business operations.

• Take full ownership of technical issues rather than simply escalating them.
• Enjoy investigating problems, identifying root causes, and preventing repeat incidents.
• Can confidently support both Windows and Apple environments.
• Understand the urgency of resolving technology disruptions in business‑critical settings.
• Are comfortable supporting multiple locations and collaborating with cross‑functional technical teams.
• Balance technical expertise with patience, professionalism, and exceptional customer service.

Why Work with CornerStone TTS?

At CornerStone Technology Talent Services, we understand that finding the right opportunity is about more than matching technical skills to a job description. We offer personalized recruiting support, clear communication, and access to opportunities with established organizations that value IT expertise. Our recruiting team understands the technology landscape and works to align your experience, professional interests, and career goals with the right opportunity.

CornerStone Staffing is an Equal Opportunity Employer.