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 enginee