Triage and Desktop Support Analyst

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

Job summary

StepStone Group, a global private markets specialist, is seeking an IT Desktop Support specialist for our Dublin office. You will act as the initial contact for technical support requests by phone, email, and in person, triage incidents, and provide timely, user-focused solutions to a busy office environment.

This role covers PC/laptop/printer support, mobile devices, and business applications. You will contribute to the Knowledge Base, work with ServiceNow, and collaborate on IT projects while

Qualifications

• 1–3 years of technical support experience, desktop or helpdesk preferred.
• 4 year college degree required.
• ITIL Framework exposure is 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 the Dublin office-based issues.
• Perform ticket triage by logging, categorizing, prioritizing, and routing incidents and service requests.
• Resolve incidents and respond to queries on PCs, laptops, printers, mobile devices, and business applications.
• Contribute to IT projects and maintain the Knowledge Base.
• Ensure a positive user experience through timely and professional service.

Job description

We are global private markets specialistsdelivering tailored investment solutions,advisory services, and impactful, data driveninsights to the world’s investors.Leveraging the power of our platform andour peerless intelligence across sectors,strategies, and geographies, we helpidentify the advantages and the answersour 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

#LI-EO1

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.