Senior Service Desk Technician

About the role

Cornerstone is hiring a Senior Service Desk Technician for its new Costa Rica hub, working in a hybrid arrangement. The role supports and maintains organizational computer systems and peripherals, including deploying, repairing, maintaining and upgrading hardware, and taking part in implementing new software and tools. It provides first-hand support to end-users and executives, mentors junior IT team members and gives technical assistance to other IT verticals.

Key responsibilities

• Analyze, diagnose and resolve complex computer problems, and give on-site and remote support to end-users and executives
• Install, configure, test, maintain, monitor and troubleshoot end-user hardware and peripherals
• Use the corporate ticketing system to document incidents, requests and asset management
• Support Microsoft and Apple operating systems and proprietary software, and take part in IT special projects such as testing and implementing new software and tools
• Help the engineering and network team with basic server and network tasks, including cabling and rack-mounted work in a server room
• Mentor and train new IT team members, and help management design and document IT processes

Required profile

• 5+ years of applicable experience with demonstrated success
• High school diploma; bachelor's degree or relevant technical certifications preferred
• Ability to work as part of a team, solve technical problems and communicate clearly

Required skills

• Microsoft Entra / Azure AD and on-premises AD domains
• Microsoft Intune, JAMF, SCCM, Autopilot and JAMF Zero Touch
• Windows 10/11 and macOS provisioning and troubleshooting
• Okta identity, MFA and IAM
• ServiceNow, Jira, CrowdStrike, Defender for Endpoint, DLP and web filtering
• Onboarding and offboarding