Technology Support Engineer - Hybrid IT & Remote Access

Cornerstone Advisors, Inc.; Scottsdale (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Cornerstone Advisors is seeking an IT Support Engineer to provide responsive technical assistance to internal users in Scottsdale, AZ. The role focuses on diagnosing and resolving hardware, software, and network issues while supporting hybrid work environments and secure remote access.

The position emphasizes strong communication, problem solving, and adherence to ITIL-like processes. Bachelor’s degree and 5+ years of relevant experience are preferred.

Qualifications

• Strong understanding of desktop operating systems, network configuration, and common enterprise applications.
• Proficiency with remote desktop tools and help desk platforms such as ServiceNow or Fresh Works.
• Ability to clearly explain technical concepts to non-technical users.
• Familiarity with user account management and enterprise software installation processes.

Responsibilities

• Own customer-reported issues from intake through resolution, ensuring timely communication and follow-up.
• Follow standard procedures for escalating unresolved issues to specialized internal teams.
• Research, diagnose, and resolve hardware and software issues, including configuration, access, and performance problems.
• Guide users through troubleshooting steps via phone, email, or chat until resolution is achieved.
• Maintain accurate records of issues, steps taken, and outcomes in the help desk system.
• Prioritize multiple open cases efficiently, ensuring deadlines and service levels are met.
• Provide feedback and system improvement suggestions based on recurring support patterns.
• Educate internal staff on IT system best practices, tools, and security protocols.
• Refer to internal knowledge bases and external resources to maintain high-quality solutions.
• Support systems related to hybrid work environments and secure remote access.
• Coordinate onboarding and offboarding of employees and contractors, including account setup, access provisioning, and deactivation in accordance with security protocols.

Skills

Desktop OS knowledge

Network configuration

Microsoft 365

Remote desktop support

Education

Bachelor’s degree in information technology or related field

Tools

ServiceNow

Fresh Works

Job description

Cornerstone Advisors is seeking an IT Support Engineer to provide responsive technical assistance to internal users in Scottsdale, AZ. The role focuses on diagnosing and resolving hardware, software, and network issues while supporting hybrid work environments and secure remote access.

The position emphasizes strong communication, problem solving, and adherence to ITIL-like processes. Bachelor’s degree and 5+ years of relevant experience are preferred.