Service Desk Technician

The Service Desk Technician provides first-level technicalsupport to Cornerstone OnDemand employees across global locations. This role isresponsible for troubleshooting and resolving end-user issues related tohardware, software, access, and enterprise applications. The technician willuse ServiceNow to manage incidents and service requests while collaboratingclosely with senior IT team members to maintain a stable and secure technologyenvironment.

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.
• Tools & Systems Operations
• 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.