Triage and Desktop Support Analyst

StepStone.de; Dublin; On-site; EUR 36,000 - 48,000; Full time

Job summary

StepStone is seeking an IT Desktop Support professional to join the Information Technology team in Dublin. You will be the first point of contact for technical issues, handling calls, emails and in-person requests from our local office.

You will triage tickets, support Windows 11, Office 365, Active Directory, Exchange, PCs and other devices, document solutions, and contribute to IT projects. A customer-focused mindset and strong communication are essential.

Qualifications

• 1–3 years of technical support experience, desktop or helpdesk preferred.
• 4 year college degree.
• ItIL Framework exposure a plus.

Responsibilities

• Act as an initial point of contact for technical support requests by phone, email, and in person
• Act as local IT point of contact for local office based issues
• Perform ticket triage by logging, categorizing, prioritizing, and routing incidents and service requests to the appropriate support teams.
• Resolve incidents and respond to queries on PC's, laptops, printers, mobile devices, and email and business applications
• Contribute technical content and solutions, and maintain departmental procedures in the Knowledge Base
• Understanding of basic networking and system administration
• Contribute to IT projects
• Resolve technical issues, identify and document persistent problems
• Ensure a positive user experience through timely and professional service

Skills

Customer service

Communication

Troubleshooting

Ticketing

Independent worker

Education

4 year college degree

Tools

ServiceNow

Crestron AV

Windows Server

Job description

We are global private markets specialists delivering tailored investment solutions, advisory services, and impactful, data driven insights to the world’s investors. Leveraging the power of our platform and our peerless intelligence across sectors, strategies, and geographies, we help identify the advantages and the answers our clients need to succeed.

The Team Information Technology at Stepstone works internally to provide infrastructure for automation. IT implements the governance for the use of network and operating systems, and it assists the operational units by providing them the functionality they need. IT also provides Desktop Support to Stepstone’s users. Desktop Support provides centralized information and support management service to handle technology queries.

Key Responsibilities:

• Act as an initial point of contact for technical support requests by phone, email, and in person
• Act as local IT point of contact for local office based issues
• Perform ticket triage by logging, categorizing, prioritizing, and routing incidents and service requests to the appropriate support teams.
• Resolve incidents and respond to queries on PC's, laptops, printers, mobile devices, and email and business applications
• Contribute technical content and solutions, and maintain departmental procedures in the Knowledge Base
• Understanding of basic networking and system administration
• Contribute to IT projects
• Resolve technical issues, identify and document persistent problems
• Ensure a positive user experience through timely and professional service

Core Competencies:

Working knowledge of Windows 11, Office 365, Copilot, Active Directory, Exchange, Windows Server and Entra ID PC hardware and software support Ticketing and incident documentation Managing Projects End to End Testing and Evaluating new Technologies

Requirements:

• Strong customer service and communication skills
• Ability to communicate technical details to non-technical users
• Ability to prioritize work load effectively
• Able to work independently with minimal supervision
• Good troubleshooting skills and willingness to seek out existing issues
• Experience with ServiceNow a plus
• Knowledge of Crestron Audio Visual equipment a plus

Qualifications:

• 1-3 years of technical support experience, desktop or helpdesk support preferred
• 4 year college degree
• ITIL Framework exposure a plus

At StepStone, we believe that our people are our most important asset and crucial to our success. We are an Equal Opportunity Employer that strives to create an environment that empowers our employees and allows them to be heard, regardless of title or tenure. Our organizational community features multiple Employment Resource Groups as well as mentorship programs to enhance the employee experience for all.

As an Equal Opportunity Employer, StepStone does not discriminate on the basis of race, creed, color, religion, sex, national origin, citizenship status, age, disability, marital status, sexual orientation, gender identity, gender expression, genetic information or any other characteristic protected by law. Candidates must be at least 18 years old to apply.

Developing People at StepStone