Job Description
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)**
+ Serveas the first point of contact for incoming IT support incidents via phone,email, chat, or ServiceNow.
+ Providetechnical troubleshooting and resolution for:
+ Windows11 operating system
+ Office365 suite (Outlook, Word, Excel, SharePoint, OneDrive, etc.)
+ MicrosoftTeams
+ Adobe applications
+ Okta identity management
+ CrowdStrike endpoint protection
+ Supportusers with password resets, MFA issues, account lockouts, andaccess-related problems.
+ Troubleshoothardware issues involving workstations, laptops, monitors, printers, andperipheral devices.
+ Resolvenetwork connectivity and VPN issues.
**User Account & Access Management**
+ Manageuser accounts across Entra ID (Azure AD), on-premises WindowsDomains, and Okta.
+ Performprovisioning and deprovisioning tasks following IT security and compliancestandards.
+ Maintainadherence to least-privilege access practices.
**Collaboration & Cross-Team Work**
+ Collaboratewith senior Service Desk Technicians, IT Operations, and Infrastructureteams to resolve escalated issues.
+ Assistthe Corporate Engineering team with basic tasks, deployments, ortroubleshooting efforts when required.
+ Participatein cross-functional initiatives to improve service delivery and end-userexperience.
**Knowledge Management & Documentation**
+ Assistin the creation, updating, and maintenance of Knowledge Base (KB)articles for internal and end-user consumption.
+ Documenttroubleshooting steps, incident details, and resolutions thoroughly andaccurately.
+ Providefeedback on opportunities to improve processes and documentation.
**Security & Compliance**
+ Respondto endpoint alerts and remediation tasks using CrowdStrike.
+ Promoteadherence to security policies and best practices throughout userinteractions.
+ Reportunusual or suspicious activity promptly.
+ Tools & Systems Operations
+ UtilizeServiceNow for ticket logging, categorization, tracking, andresolution.
+ Use BeyondTrust/ Bomgar for remote troubleshooting and support activities.
+ Escalateincidents appropriately following IT escalation guidelines.
**You’ve got what it takes if you have...**
+ Minimum3 years of IT support or service desk experience supporting endusers in a professional environment.
+ Strongtroubleshooting skills with Windows 11.
+ Solidunderstanding of Office 365 administration and common productivityapplications.
+ Familiaritywith identity platforms: Entra ID, Active Directory, Okta.
+ Experiencewith endpoint security and remediation (CrowdStrike or similar).
+ Proficiencywith remote support tools such as BeyondTrust/Bomgar.
+ Experiencewith ServiceNow or another ITSM ticketing system.
+ Excellentcustomer-service approach, communication skills, and professionalism.
+ Abilityto work collaboratively with peers and senior team members.
+ Strongorganizational skills, attention to detail, and ability to followprocedures.
**Extra dose of awesome if you have...**
+ Certificationssuch as CompTIA A+, MS-900, AZ-104, or ITIL Foundation.
+ Experienceworking in a distributed or global support environment.
\#LI-Onsite
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected]
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)**
+ Serveas the first point of contact for incoming IT support incidents via phone,email, chat, or ServiceNow.
+ Providetechnical troubleshooting and resolution for:
+ Windows11 operating system
+ Office365 suite (Outlook, Word, Excel, SharePoint, OneDrive, etc.)
+ MicrosoftTeams
+ Adobe applications
+ Okta identity management
+ CrowdStrike endpoint protection
+ Supportusers with password resets, MFA issues, account lockouts, andaccess-related problems.
+ Troubleshoothardware issues involving workstations, laptops, monitors, printers, andperipheral devices.
+ Resolvenetwork connectivity and VPN issues.
**User Account & Access Management**
+ Manageuser accounts across Entra ID (Azure AD), on-premises WindowsDomains, and Okta.
+ Performprovisioning and deprovisioning tasks following IT security and compliancestandards.
+ Maintainadherence to least-privilege access practices.
**Collaboration & Cross-Team Work**
+ Collaboratewith senior Service Desk Technicians, IT Operations, and Infrastructureteams to resolve escalated issues.
+ Assistthe Corporate Engineering team with basic tasks, deployments, ortroubleshooting efforts when required.
+ Participatein cross-functional initiatives to improve service delivery and end-userexperience.
**Knowledge Management & Documentation**
+ Assistin the creation, updating, and maintenance of Knowledge Base (KB)articles for internal and end-user consumption.
+ Documenttroubleshooting steps, incident details, and resolutions thoroughly andaccurately.
+ Providefeedback on opportunities to improve processes and documentation.
**Security & Compliance**
+ Respondto endpoint alerts and remediation tasks using CrowdStrike.
+ Promoteadherence to security policies and best practices throughout userinteractions.
+ Reportunusual or suspicious activity promptly.
+ Tools & Systems Operations
+ UtilizeServiceNow for ticket logging, categorization, tracking, andresolution.
+ Use BeyondTrust/ Bomgar for remote troubleshooting and support activities.
+ Escalateincidents appropriately following IT escalation guidelines.
**You’ve got what it takes if you have...**
+ Minimum3 years of IT support or service desk experience supporting endusers in a professional environment.
+ Strongtroubleshooting skills with Windows 11.
+ Solidunderstanding of Office 365 administration and common productivityapplications.
+ Familiaritywith identity platforms: Entra ID, Active Directory, Okta.
+ Experiencewith endpoint security and remediation (CrowdStrike or similar).
+ Proficiencywith remote support tools such as BeyondTrust/Bomgar.
+ Experiencewith ServiceNow or another ITSM ticketing system.
+ Excellentcustomer-service approach, communication skills, and professionalism.
+ Abilityto work collaboratively with peers and senior team members.
+ Strongorganizational skills, attention to detail, and ability to followprocedures.
**Extra dose of awesome if you have...**
+ Certificationssuch as CompTIA A+, MS-900, AZ-104, or ITIL Foundation.
+ Experienceworking in a distributed or global support environment.
\#LI-Onsite
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected]
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