Desktop Support Analyst
StepStone Group · Baltimore, MD · 2 mo ago
Hybrid$51k–$56k/yrFull-time
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 PC's, laptops, printers, mobile devices, and email and business applications
- Contribute technical content and solutions, and maintain departmental procedures in the Knowledge Base
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
- Able to communicate technical details to non-technical users
- Able 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
Pay
Salary Range: $51,000 - $55,500