Service Desk Analyst

About the role

CornerStone Technology Talent Services is partnering with a fast-paced enterprise organization seeking a highly skilled Service Desk Analyst I to join a collaborative IT support team.

Responsibilities

• Provide advanced Level 1 support for end users across desktop, laptop, mobile, application, and network-related issues.
• Troubleshoot and resolve escalated technical incidents involving Windows environments, Office 365, Active Directory, VPN connectivity, printers, and enterprise applications.
• Support both onsite and remote employees using remote administration and support tools.
• Perform user account administration including password resets, access provisioning, permissions management, and group membership support.
• Collaborate with infrastructure, networking, cybersecurity, and application support teams to resolve complex issues efficiently.
• Maintain detailed documentation of incidents, root causes, resolutions, and recurring technical trends.
• Support workstation deployments, hardware refreshes, imaging, software installations, updates, and patching activities.
• Aid in onboarding and offboarding processes to ensure seamless employee transitions.
• Participate in continuous improvement initiatives focused on service delivery, ticket reduction, automation, and user experience enhancement.
• Deliver high-level customer support while maintaining professionalism, urgency, and strong communication throughout the resolution process.

Requirements

• 1+ years of experience in a Service Desk, Help Desk, or Desktop Support role within an enterprise environment.
• Strong troubleshooting and problem-solving capabilities with the ability to resolve issues independently.
• Experience handling escalated support tickets and working within SLA-driven environments.
• Strong written and verbal communication skills with a customer-first mindset.
• Ability to prioritize workload, multitask effectively, and remain composed in high-volume environments.
• Experience supporting hybrid and remote workforce environments is highly preferred.
• Exposure to cybersecurity best practices and identity/access management concepts is a plus.
• Certifications such as CompTIA A+, Network+, Microsoft, or ITIL are preferred but not required.

Qualifications

Technical Environment Ideal Candidates Will Have Experience Supporting Technologies Such As Windows 10/11, Microsoft 365 / Office 365, Active Directory & Azure AD, VPN and remote connectivity tools, Endpoint management platforms (Intune, SCCM, or similar), ServiceNow or enterprise ticketing platforms, Multi-factor authentication (MFA), TCP/IP, DNS, DHCP, and basic network troubleshooting, Remote desktop and remote support solutions, Hardware support for desktops, laptops, docking stations, printers, and mobile devices.

Skills

• Technical aptitude
• Responsiveness
• Continuous improvement

Benefits

This is an excellent opportunity for a Service Desk professional looking to grow within a modern enterprise environment that values technical aptitude, responsiveness, and continuous improvement.

Pay

The compensation package includes competitive salary and benefits.

Schedule

The position is a contract with potential to hire.