Technology Support Engineer (19718)

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.

REQUIRED SKILLS & ESSENTIAL QUALITIES

Technical Skills

• Proficient in troubleshooting and resolving issues with Windows operating systems, Microsoft 365, and common enterprise software.
• Experience with network configurations, user permissions, VPN access, and endpoint protection.
• Familiarity with cloud-based collaboration and file-sharing tools.

Soft Skills

• Strong customer service orientation.
• Excellent verbal and written communication.
• Detail-oriented with a strong sense of accountability.
• Ability to remain calm under pressure and prioritize effectively.

EDUCATION & EXPERIENCE

Minimum Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field; or equivalent experience.
• Minimum of five (5) years of relevant experience in technical support or help desk roles.
• Experience supporting professional services or financial services environments preferred.
• Familiarity with ITIL-based service delivery models is a plus.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

EEO STATEMENT

Cornerstone Advisors provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, our firm complies with applicable state and local laws governing nondiscrimination in employment at every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.