IT Helpdesk Technician – Hybrid (Dublin)

About the role

An International Professional Services Organisation based in Dublin 2 is looking for an experienced IT Helpdesk Technician to provide first‑line support for over 800 users. This permanent position starts with on‑site training and then moves to a hybrid model, requiring three days per week in the office.

Key responsibilities

• Deliver first‑level technical support via phone, email and face‑to‑face.
• Log all incidents and service requests in the ticketing system.
• Troubleshoot and resolve hardware, software and network problems.
• Escalate complex issues to senior analysts or specialised IT teams.
• Prioritise, categorise and resolve tickets in line with SLA targets.
• Follow documented procedures and maintain accurate records.
• Manage user accounts, including creation, password resets and access control.
• Provide basic training and guidance on software applications and IT services.
• Assist the IT AV technician with hybrid meetings, supporting Microsoft Teams and Zoom.

Required profile

• 2‑3 years of experience in an IT Service Desk or Helpdesk role within a fast‑paced environment.
• Previous experience in professional services is highly desirable.
• Strong knowledge of operating systems, hardware and software.
• Hands‑on experience with Microsoft Office 365, Office 2016 and Exchange Server.
• Familiarity with Microsoft Azure is a strong advantage.

Required skills

• Windows operating system
• Microsoft Office 365
• Microsoft Office 2016
• Microsoft Exchange Server
• Microsoft Azure
• Microsoft Teams
• Zoom
• Hardware and software troubleshooting
• Ticketing system usage

What we offer

• Permanent contract with progression opportunities
• Hybrid working model (3 days on‑site per week)
• 23 days annual leave
• Health insurance, pension, income protection and life assurance
• On‑site gym facilities