Service Desk Technician

The Service Desk Technician provides first-level technical support to Cornerstone OnDemand employees across global locations. This role is responsible for troubleshooting and resolving end-user issues related to hardware, software, access, and enterprise applications. The technician will use ServiceNow to manage incidents and service requests while collaborating closely with senior IT team members to maintain a stable and secure technology environment.

In this role you will...

End-User Support (Tier 1 / Level 1)

• Serve as the first point of contact for incoming IT support incidents via phone, email, chat, or ServiceNow.
• Provide technical troubleshooting and resolution for:
• Windows 11 operating system
• Office 365 suite (Outlook, Word, Excel, SharePoint, OneDrive, etc.)
• Microsoft Teams
• Adobe applications
• Okta identity management
• CrowdStrike endpoint protection
• Support users with password resets, MFA issues, account lockouts, and access-related problems.
• Troubleshoot hardware issues involving workstations, laptops, monitors, printers, and peripheral devices.
• Resolve network connectivity and VPN issues.

• Manage user accounts across Entra ID (Azure AD), on-premises Windows Domains, and Okta.
• Perform provisioning and deprovisioning tasks following IT security and compliance standards.
• Maintain adherence to least-privilege access practices.

• Collaborate with senior Service Desk Technicians, IT Operations, and Infrastructure teams to resolve escalated issues.
• Assist the Corporate Engineering team with basic tasks, deployments, or troubleshooting efforts when required.
• Participate in cross-functional initiatives to improve service delivery and end-user experience.

• Assist in the creation, updating, and maintenance of Knowledge Base (KB) articles for internal and end-user consumption.
• Document troubleshooting steps, incident details, and resolutions thoroughly and accurately.
• Provide feedback on opportunities to improve processes and documentation.

• Respond to endpoint alerts and remediation tasks using CrowdStrike.
• Promote adherence to security policies and best practices throughout user interactions.
• Report unusual or suspicious activity promptly.

• Utilize ServiceNow for ticket logging, categorization, tracking, and resolution.
• Use BeyondTrust / Bomgar for remote troubleshooting and support activities.
• Escalate incidents appropriately following IT escalation guidelines.

• Minimum 3 years of IT support or service desk experience supporting end users in a professional environment.
• Strong troubleshooting skills with Windows 11.
• Solid understanding of Office 365 administration and common productivity applications.
• Familiarity with identity platforms: Entra ID, Active Directory, Okta.
• Experience with endpoint security and remediation (CrowdStrike or similar).
• Proficiency with remote support tools such as BeyondTrust/Bomgar.
• Experience with ServiceNow or another ITSM ticketing system.
• Excellent customer-service approach, communication skills, and professionalism.
• Ability to work collaboratively with peers and senior team members.
• Strong organizational skills, attention to detail, and ability to follow procedures.

• Certifications such as CompTIA A+, MS-900, AZ-104, or ITIL Foundation.
• Experience working in a distributed or global support environment.