Desktop Support Analyst Level II

$75,000 - $90,000/Yr

StepStone Group - New York, NY

Full-time - Mid Level

Hybrid - New York, NY

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

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.

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 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 white-glove user experience through timely and professional service

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

Nice-to-haves

• Microsoft certifications and ITIL Framework exposure a plus

Benefits

• Comprehensive healthcare
• Strong retirement plan
• Mental health well-being program
• Paid time off
• Student loan repayment program for our US office locations
• Several wellness initiatives