Full Job Description
Our Service Desk Technicians are responsible for assisting Level 1’s(L1’s) with escalations and technical questions. They also provide technical coaching and training as things change in the environment.
These Technicians spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries just like an L1. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.
In this role you will…
Assist L1’s with escalations and technical questions and provide technical coaching and training as things change in the environment.
Resolve Level 1 and Level 2 issues. Elevate complex and/or high priority problems they cannot solve to the appropriate support groups for resolution(Service Desk Lead, Manager, etc.)
IT Service Desk – provides first level technical support through phone, email and chat support (if applicable) to resolve technical end user service and support requests
Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
Follow-up with end users to provide status updates as per service level guidelines(SLA’s)
Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).
Communicates with customers at all levels of technical and non-technical skills sets
Follow all standard operating procedures (SOP) through the effective use of Knowledge management
Work collaboratively with people across the organization
Support for PCs, laptops, printers, cell phones, and tablets etc.
Support end users in their use of applications such as Microsoft Office, VPN, and MDM (mobile device management) including install, modification and repair
Consideration of privacy and security obligations
You have what it takes if you have…
5+ years experience working in a IT Service Desk/inbound Call Center environment
Experience using ITSM Ticketing tools (e. g. Service Now, Remedy) or similar ticketing systems to manage and track incidents
Sound understanding of customer support, operations, and processes
Able to communicate effectively (both written and verbally) with key stakeholders, leadership, partners, team members, other organizations, and customers
Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
Familiarity with Mac operating system
Working knowledge of the Microsoft Office application suite including MS Outlook
Experience with multi-platform Windows O/S required
Solid analytical/cognitive skills to troubleshoot complex and technical problems
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
Demonstrated capability to achieve results under pressure in a fast- paced client driven environment
Strong desire and enthusiasm to serve customers
Basic knowledge of ITIL, Service Desk metrics/SLA s, and mobile device support
Extra dose of awesome if you have…
Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))
Active Directory and Exchange preferred
Our Culture:
Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people are asked to describe the team, the answer is always the same: smart, cool, dependable, and visionary. We’re always on the lookout for new, curious and capable people who can help us achieve our goal. So if you want to work for a friendly, global and innovative company, we’d love to meet you!
What We Do:
Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 75 million people in 180+ countries and in nearly 50 languages.
Cornerstone takes special care to ensure the security and privacy of the data of its users.
Check us out on Linkedin, Comparably, Glassdoor, and Facebook!
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, religion, color, gender, sex, age, sexual orientation, gender identity, 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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