Analyst – Desktop Support

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 triage, resolve incidents and respond to queries on PCs, 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
• Contirbute to IT projects
• Resolve technical issues, identify and document persistent problems
• Ensure a positive user experience through timely and professional service

• Working knowledge of Windows 10, Office 365, Active Directory, Exchange, Windows Server and Azure Active Directory
• PC hardware and software support
• Ticketing and incident documentation
• Managing Projects End to End
• Testing and Evaluating new Technologies

• 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 Service Now a plus
• Knowledge of Crestron Audio Visual equipment a plus

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

#LI-Hybrid

At Step Stone, 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, Step Stone 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.