Service Desk Analyst
18 hours ago
Richardson
Service Desk Analyst II Richardson, TX Contract-to-hire 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.