Technology Support Engineer (19718)
Cornerstone Advisors of Arizona, LLC · 7272 E INDIAN SCHOOL RD STE 400 - SCOTTSDALE, AZ 85251 · hybrid
JOB SUMMARY
The Technology Support Engineer provides responsive, high-quality support to internal users by diagnosing and resolving a wide range of software, hardware, and network issues. Based primarily in Scottsdale, Arizona, this position works from 6:30 a.m. to 3:30 p.m. The engineer helps maintain the IT systems essential to Cornerstone Advisors' consulting services for banks and credit unions, own issues through resolution, escalate complex matters appropriately, and promotes technology best practices across the firm.
ESSENTIAL FUNCTIONS
Key Responsibilities
- Own customer-reported issues from intake through resolution, ensuring timely communication and follow-up.
- Follow standard procedures for escalating unresolved issues to specialized internal teams.
- Research, diagnose, and resolve hardware and software issues, including configuration, access, and performance problems.
- Guide users through troubleshooting steps via phone, email, or chat until resolution is achieved.
- Maintain accurate records of issues, steps taken, and outcomes in the help desk system.
- Prioritize multiple open cases efficiently, ensuring deadlines and service levels are met.
- Provide feedback and system improvement suggestions based on recurring support patterns.
- Educate internal staff on IT system best practices, tools, and security protocols.
- Refer to internal knowledge bases and external resources to maintain high-quality solutions.
- Support systems related to hybrid work environments and secure remote access.
- Coordinate onboarding and offboarding of employees and contractors, including account setup, access provisioning, and deactivation in accordance with security protocols.
Knowledge and Skills
- Strong understanding of desktop operating systems, network configuration, and common enterprise applications.
- Proficiency in remote desktop tools and help desk platforms such as ServiceNow or Fresh Works.
- Ability to clearly explain technical concepts to non-technical users.
- Familiarity with user account management and enterprise software installation processes.
Problem Solving/Analysis
- Proactively investigates technical problems to determine root causes and permanent fixes.
- Use logical methods and existing frameworks to troubleshoot complex system behaviors and recommend solutions.