Desktop Support Specialist

Cornerstone Research • Palo Alto, CA

8d

About The Position

Role Overview: If you are a Desktop Support professional looking for an opportunity to display your technological knowledge and excellent end-user customer service skills, then we would like to meet with you! The Desktop Support Specialist will perform Help Desk duties for the specified office, as well as assist with the support of other Cornerstone offices as needed. The primary responsibility of this position is to provide support to end-users on a variety of IT issues, in an effective and timely manner. The Desktop Support Specialist will be the first point of contact for IT support in their office. The successful candidate must be able to communicate and interact with both technical and non-technical users. At Cornerstone Research, you will be part of a thriving, 1,000-strong team that spans nine offices, comprises more than 55 nationalities, and leads the industry in its commitment to develop team members across all levels. Inc. Magazine has recognized Cornerstone Research three times as a Best Workplace for its outstanding employee engagement, collaborative culture, and professional growth opportunities. You’ll Love It Here If You: Embrace learning and continuous improvement Set and strive for a high bar of excellence Believe that teamwork leads to success: ask us what it means to be #onefirmfirm! Take pride in always doing your best work, even if it’s harder or takes longer Are passionate about what you do

Requirements

• 3+ years IT experience in a Help Desk capacity required; in a professional services firm preferred
• Excellent HW troubleshooting and diagnosis skills
• Expertise in supporting Windows 7 in large scale enterprise Windows Active Directory Environment.
• Proficient knowledge of CLI, VPN and wireless technologies
• Proficient knowledge of LAN/WAN networking technologies
• Ability to thoroughly follow SOP, checklists, and other instructions
• Working knowledge of: Windows 10 and Office 2010/2016
• Excellent knowledge of conference room equipment and support
• Comp TII A+ certification preferred
• MTA-Microsoft Technology Associate-current Windows version preferred
• Dell Hardware Certification a plus
• Bachelor’s degree in Computer Science or related field, or equivalent combination of education and experience

Responsibilities

• Provide excellent local support to end-users and firm-wide during a daily mailbox shift
• Responsible for tracking problems from the beginning through resolution for all tickets received during mailbox shift and/or assigned directly to you
• To promptly, completely, and accurately adopt all documented procedures and workflows presented in desktop support meetings
• Provide competent, service-oriented support and resolve problems to end user satisfaction
• Perform meeting set-ups, including video conferences with other offices and clients.
• Coordinate with teammates and administrative teams to resolve issues and provide technical support for meetings.
• Perform installations, adds, moves, and changes for PCs, monitors, printers and related peripherals
• Provide on-call support for weekends in rotation
• Configure and deploy IT equipment and devices and manage inventory tracking
• Maintain, analyze, and troubleshoot software and computer peripherals
• Full disk encryption for laptops and desktops
• Archive restores
• RSA setups & troubleshooting
• Hardware repair
• Password resets/account lockout
• Provide clear and concise time estimates for assigned tasks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees