Service Desk Analyst II

Service Desk Analyst II – Tier 2 IT Support

Location:

Carrollton, TX Industry: Healthcare Technology / Multi-Site IT Support

At Corner Stone Technology Talent Services (TTS), we connect skilled IT professionals with organizations where their technical expertise makes a meaningful impact. Backed by more than 30 years of staffing experience, our team specializes in connecting technology professionals with opportunities that offer professional growth, challenging work, and long-term career potential.

We are seeking an experienced Service Desk Analyst II to support a rapidly growing, multi-location healthcare organization. This opportunity is ideal for a hands‑on IT professional who thrives in a fast‑paced service desk environment, enjoys solving complex technical challenges, and takes ownership of issues through resolution. You'll support a distributed network of end users and business locations, troubleshoot escalated hardware, software, and connectivity issues, and help maintain the systems that keep daily operations running smoothly.

• Provide Tier 2 technical support for onsite and remote end users, troubleshooting complex hardware, software, network, and application issues.
• Serve as an escalation resource for unresolved Tier 1 incidents, performing root cause analysis and implementing sustainable solutions.
• Troubleshoot Windows and macOS devices, including operating system errors, performance issues, application compatibility, and peripheral connectivity.
• Support Microsoft 365 applications, including Outlook, Teams, One Drive, and common authentication and access issues.
• Perform Active Directory administration, including user account management, password resets, account unlocks, and security group maintenance.
• Diagnose network connectivity issues involving TCP/IP, DNS, DHCP, VPN, Wi‑Fi, and basic LAN troubleshooting.
• Install, configure, troubleshoot, and maintain business‑critical applications and workstation environments.
• Assist with endpoint provisioning, software deployment, patching, and device management using Intune or comparable platforms.
• Troubleshoot printers, scanners, and other connected equipment used in business and clinical environments.
• Coordinate with third‑party vendors and internal infrastructure teams to resolve complex technical incidents.
• Document troubleshooting procedures, incident resolutions, and recurring issues within a ticketing system.
• Identify recurring technical problems and recommend process improvements to reduce downtime and improve service delivery.
• Assist with workstation deployments, equipment replacement, and technology upgrades as needed.

• 3+ years of hands‑on IT support experience, including demonstrated experience providing Tier 2 or higher technical support.
• Strong troubleshooting skills across Windows operating systems, desktop hardware, software applications, and network connectivity.
• Experience supporting remote users and resolving escalated technical incidents.
• Working knowledge of Microsoft 5‑365 administration and troubleshooting.
• Familiarity with Active Directory, user account administration, and access management.
• Understanding of core networking concepts, including TCP/IP, DNS, DHCP, and VPN connectivity.
• Experience using IT service management or ticketing platforms to document, prioritize, and track incidents.
• Strong analytical and problem‑solving skills with the ability to independently diagnose and resolve technical issues.
• Excellent communication and customer service skills, including the ability to explain technical solutions to non‑technical users.
• Ability to manage competing priorities and maintain professionalism in a high‑volume support…