Senior Service Desk Technician

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Senior Service Desk Technician - Costa Rica

This role is Hybrid, Costa Rica

Senior Service Desk Technician

Supports and maintains organizational computer systems and peripherals. This includes deploying, repairing, maintaining, and upgrading all organizational computer hardware as well participates on the implementation of new software and tools.

Will effectively provide first-hand support to end-users and executives in identifying and resolving technical issues, also provides mentorship to junior members of the IT team and specialized technical assistance to other IT verticals.

Duties & Responsibilities

Perform analysis, diagnosis, and resolution of complex computer problems, and provide best-in-class customer support for end-users. Recommend and implement corrective solutions for end-users in person, and remote support for off-site users as needed. Provide executive support.

Install, configure, test, maintain, monitor, and troubleshoot end user and computer hardware and peripheral devices.

Communicate and multi-task across departments and technologies, while maintaining an appropriate level of professionalism and aligned goals.

Utilize corporate ticketing system to document and track incidents, requests, user interactions, and detailed hardware/software asset management.

Support Microsoft and Apple operating systems and related software; and proprietary software as needed.

Participates in IT special projects which may include testing and Implementation of new software and tools, IT infrastructure “smart-hands” assistance, technical guidance for other departments.

Assists corporate engineering and network team in being hands-on support for basic server and network equipment tasks. Comfortable doing basic cabling and on-hands work in an IDF in a rack mount system or server room.

Provides mentorship and training for new members of the IT team.

Help management design, improve, document, and implement IT processes.

Knowledge, Skills & Abilities

• Executive white-glove support experience
• Microsoft Entra / Azure AD and on-prem AD domains experience
• Microsoft Intune, JAMF, SCCM, Autopilot, JAMF Zero Touch experience
• Windows 10, 11, MacOS provisioning and troubleshooting experience
• Okta identity, MFA, IAM experience
• ServiceNow, Jira experience
• Crowdstrike, Defender for Endpoint, DLP, web filtering experience
• Onboarding / offboarding experience
• Ability to complete and maintain basic work and project records.
• Ability to work as part of a team.
• Ability to identify and seek needed information/research skills.
• Excellent written and oral communication skills.
• Advanced technical problem solving skills.

Qualification

5+ years applicable experience and demonstrated success/knowledge.

High school diploma.

Bachelor’s degree and or relevant technical certifications preferred.

Our Growing Presence in Costa Rica

Cornerstone is excited to be building a new hub in Costa Rica as part of our continued investment in growing our global talent and capabilities. We are bringing together teams across a variety of functions, creating exciting opportunities for people to join us at the ground floor of this new chapter and help shape how we grow in the region.

We have invested in a new office in Costa Rica, with construction beginning soon, and we expect our presence and capabilities in the region to continue expanding over time. For those joining us now, this is a unique opportunity to help build something from the beginning, work alongside talented colleagues across Cornerstone globally, and be part of our longer-term growth in Costa Rica.

Employment Structure

As we establish our operations in Costa Rica and complete the process to operate under the country’s Free Trade Zone Regime, Cornerstone is partnering with Recluta, our local Employer of Record (EOR).

Our Culture

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!