Managed Services Help Desk / Network Technician

Job Description

Employer: Cornerstone Information Systems, Inc.

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Location: Hopkinsville, KY or Bowling Green, KY

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Position Type: Full-Time, primarily in-office

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Position Summary

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Cornerstone Information Systems, Inc. is a managed IT and cybersecurity services provider (MSP/MSSP) seeking a dependable, customer-focused Managed Services Help Desk / Network Technician to join our technical team. This position serves as a frontline technical resource for our managed services customers, responding to customer support requests as well as alerts and service requests generated by the tools we use to proactively monitor, manage, and protect customer environments.

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The ideal candidate is someone who enjoys solving problems, communicates well with customers, stays organized in a fast-paced environment, and is eager to continue developing their technical skills. This position will work closely with other Cornerstone technicians and engineers to resolve issues efficiently while providing a professional and positive customer experience.

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Primary Responsibilities

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• Serve as a first point of contact for customer technical support requests and managed services alerts.

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• Receive, document, prioritize, and manage support requests through Cornerstone's ticketing system.

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• Provide remote troubleshooting and technical assistance for Windows computers, Microsoft 365, printers, peripherals, applications, and other end-user technology.

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• Perform basic troubleshooting of wired and wireless networks, internet connectivity, VPNs, DNS, DHCP, and related network services.

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• Assist with Active Directory, Microsoft Entra ID, Microsoft 365, user accounts, permissions, password resets, and other access-related requests.

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• Install, configure, replace, and deploy approved software, workstations, and other end-user equipment.

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• Monitor and investigate endpoint, server, network, backup, Microsoft 365, and security-related alerts generated by Cornerstone's managed services platforms.

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• Review and triage alerts to determine appropriate action, perform routine remediation when appropriate, and escalate issues requiring additional expertise.

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• Perform proactive maintenance activities including patching, endpoint health, backup monitoring, software deployment, and investigation of automated-task failures.

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• Recognize potential cybersecurity incidents and promptly follow established escalation and response procedures.

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• Help maintain customer systems in accordance with Cornerstone standards, documented procedures, and best practices.

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• Take ownership of assigned tickets through resolution or appropriate escalation, keeping customers informed of status and next steps.

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• Accurately document troubleshooting, resolutions, customer communications, time, and relevant customer technical information.

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• Identify recurring problems, trends, or opportunities for broader remediation and improvement of customer systems or internal processes.

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• Work closely with other Cornerstone technicians and engineers and assist other technical teams as business needs require.

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• Participate in ongoing technical training and continually develop troubleshooting and technical skills.

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Technical Knowledge

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Candidates should have basic working knowledge of, or a strong willingness to learn, the following:

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• Windows 10/11 and Windows Server

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• Microsoft 365, including Outlook, Teams, OneDrive, Word, and Excel

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• Active Directory, Microsoft Entra ID, user accounts, permissions, and identity management

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• Desktop/laptop hardware, printers, peripherals, and physical and virtual servers

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• TCP/IP, DNS, DHCP, VLANs, wired/wireless networking, firewalls, and VPN connectivity

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• Remote support, monitoring, ticketing, and documentation systems

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• Endpoint protection, EDR/MDR concepts, phishing, common cybersecurity threats, and appropriate security-event escalation

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Qualifications

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• High school diploma or equivalent required.

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• Technical degree, associate degree, certifications, or comparable IT experience preferred.

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• A minimum of two years of hands-on IT support experience. Equivalent technical experience and demonstrated ability will be considered.

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• Previous help desk experience preferred.

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• Strong troubleshooting and problem-solving skills.

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• Good verbal and written communication skills.

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• Strong customer service skills and a professional attitude.

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• Ability to explain technical issues in terms customers can understand.

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• Ability to manage multiple tickets and priorities while maintaining good documentation.

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• Willingness to ask questions and escalate appropriately when an issue is outside the individual's experience level.

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• Ability and willingness to continually learn new technologies.

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• Dependable, organized, and able to work effectively as part of a team.

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Preferred Certifications

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Certifications are not necessarily required for the right candidate, but the following would be beneficial:

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• CompTIA Network+

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• CompTIA Security+

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• Microsoft 365 Fundamentals

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• Microsoft Azure Fundamentals

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• Cisco Certified Support Technician (CCST) Networking

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• Other equivalent entry-level IT certifications

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What Success Looks Like

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A successful Technician at Cornerstone will:

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• Respond to customer needs professionally and promptly.

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• Take ownership of issues rather than simply passing them along.

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• Resolve appropriate support requests independently and recognize when escalation is needed.

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• Keep tickets and customer documentation accurate and current.

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• Communicate clearly with both customers and other technicians.

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• Look for ways to improve the customer's overall technology experience, not just close the immediate ticket.

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• Continually improve technical knowledge and troubleshooting ability.

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• Contribute positively to the Cornerstone team and customer relationships.

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Why Cornerstone

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At Cornerstone, technicians work with a wide range of business technologies and customer environments rather than supporting the same systems every day. As a managed IT and cybersecurity services provider, our team works across traditional IT support, networking, Microsoft 365, infrastructure, and cybersecurity. Team members have opportunities to learn from experienced technicians and engineers, broaden their technical skills, and grow into more advanced technical and cybersecurity roles.

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Work Environment

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This position is intended to be primarily office-based, providing remote help desk support to Cornerstone customers. Occasional on-site customer assistance, equipment preparation, workstation deployment, or other technical support may be required based on business needs.

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Salary or hourly pay based on experience.

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Full benefits including insurance and 401(k).

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We would prefer a candidate living in or near Hopkinsville, KY or Bowling Green, KY.

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Candidates in other areas may still apply.

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Send resume and proof of certifications to: stjobs@cornerstone.us