CornerStone Staffing

Service Desk Analyst II CornerStone Technology Talent Services (TTS) About the Opportunity CornerStone Technology Talent Services is partnering with a fast-paced enterprise organization seeking a highly skilled Service Desk Analyst II to join a collaborative IT support team. This individual will serve as a critical escalation resource responsible for resolving complex technical issues, supporting end users across multiple business functions, and helping maintain a stable and secure technology environment. We are looking for a hands-on IT professional who thrives in a customer-focused environment, communicates effectively with both technical and non-technical users, and brings a proactive approach to troubleshooting and problem resolution. 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. What You'll Be Doing Provide advanced Level 2 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. Assist with 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. 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 What We're Looking For 3+ 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. What Sets This Opportunity Apart Exposure to modern enterprise technologies and infrastructure. Opportunity to work alongside experienced IT professionals in a collaborative environment. Career growth potential within infrastructure, systems administration, cybersecurity, or cloud operations. A team culture that values accountability, responsiveness, technical curiosity, and continuous learning. About CornerStone TTS CornerStone Technology Talent Services specializes in connecting high-performing technology professionals with industry-leading organizations across infrastructure, cloud, cybersecurity, data, software engineering, and enterprise support services. We focus on building long-term partnerships by aligning top technical talent with impactful opportunities that drive business success.