Senior Desktop Support Specialist

Role Overview :

If you are an experienced Desktop Support professional looking for an opportunity to showcase your combination of top-notch customer service skills and your superior knowledge of technology, then we would like to meet with you!

The Senior Desktop Support Specialist will have primary responsibility for resolving all in-scope support services, including break-fix, deskside support, new system installation, and VIP support. The Senior Desktop Support Specialist will act as an escalation point for the Desktop Support team members and must possess an advanced technical background. They Senior Desktop Support Specialist will be assigned a daily senior shift which they will be responsible for monitoring the ticket queue with the Service Desk to ensure that there are no SLA breeches and that our support meets or exceeds defined professional standards.

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

How You'll Help Our Team Succeed :

Provide excellent local and firm-wide support to end-users as assigned.

Monitor ticket queue during assigned senior shift to ensure that all tickets are handled appropriately.

Mentor Tier I and Tier II team members.

Manage user accounts in Active Directory, KiteWorks, and Secure FTP requests.

Provide competent, service-oriented support and resolve problems to end user satisfaction.

Network Administration functions as assigned for add / drop user rights, password resets / account lockout, peripherals and services.

Regularly craft instructional documentation for both IT Staff and end users.

Recognize and identify potential areas where existing policies and procedures require change or where new ones need to be developed. Define best practices for supporting recommended solutions.

Support offsite business centers, off-site events, and West Coast Offices (5-10% travel).

This position may be considered eligible for one (1) day per week of remote work in the future.

What You'll Need to Be Successful :

5+ years of relevant experience, in a professional services environment preferred.

The desire to take initiative and actively contribute to the team and the firm.

The ability to communicate effectively and professionally.

Strong business acumen and the ability to learn the firm's financial and operational functions.

The mindset to provide superior service.

Exceptional hardware troubleshooting and diagnosis skills.

Expertise with the installation, configuration, and troubleshooting of Microsoft Operating systems and Microsoft Office applications.

Expertise in supporting Windows 10 in large scale enterprise Microsoft Active Directory Environment.

Excellent knowledge of Microsoft server software, GP, AD, and system administration.

Proficient knowledge in Microsoft Endpoint Configuration Manager.

Excellent knowledge of CLI, VPN, remote access and wireless technologies.

Proficient knowledge of LAN / WAN networking technologies.

Ability to thoroughly follow SOPs, checklists, and other instructions.

Excellent knowledge of Office 365.

Excellent knowledge of conference room equipment and support.

Comp TII A+ and MTA (Microsoft Technology Associate) current Windows version required; MCSA (Microsoft Certified Solutions Associate), and project management training preferred.

MCSE (Microsoft Certified Solutions Expert), Dell Hardware Certification, SSCP (Systems Security Certified Practitioner) a plus.

Bachelor's Degree in Computer Science or related field or equivalent combination of education, training and experience.

Cornerstone Research is offering a competitive market base salary for this position. The base salary range represents the low and high end of the salary range for this position in all eligible locations. This range may differ based on your geographic location and cost of living considerations. At Cornerstone Research, we believe compensation is more than just a base salary. We offer a competitive total compensation package that includes an annual performance bonus and comprehensive benefits such as flexible options for healthcare, paid time off, and retirement savings. Relocation assistance is not offered for this position.

San Francisco : $77,300.00 - $99,800.00

We're looking for passionate individuals who share our firm's core values and can bring varied perspectives and experiences to our team.

#LI-Onsite

Who We Are :

Cornerstone Research provides economic and financial analysis and expert testimony in all phases of commercial litigation and regulatory proceedings.

We work with a broad network of testifying experts, including leaders from academia and industry, who are recognized for their depth of knowledge, accomplishments, and research. Our staff consultants contribute expertise in economics, finance, accounting, and marketing, as well as business acumen, familiarity with the litigation process, and a commitment to produce outstanding results.

We're looking for passionate individuals who share our firm's core values and can bring varied perspectives and experiences to our team. The firm's uniquely collegial, supportive atmosphere makes Cornerstone Research a great place to work. We invest in our people in a host of ways, from providing meaningful learning and development opportunities to organizing memorable social events. To many, our culture and our people are the most exciting, enriching aspects of a Cornerstone Research career.

Equal Employment Opportunity :

Cornerstone Research provides Equal Employment Opportunities to all employees and applicants for employment without regard to legally protected categories, such as age, sex, gender, gender identity, race, color, creed / religious belief, medical condition, predisposing genetic characteristics or genetic information or testing, disability, marital status, pregnancy status, military status, veteran status, arrest or conviction record (except where permitted by law), sexual orientation, ethnic background, citizen status, ancestry, national origin, or any other consideration protected by federal, state or local law.