Bain & Company Inc

  • Help Desk Coordinator

    Job Location US-DC-Washington
    Job ID
    2018-3064
    Posted Date
    12/5/2018
    Category
    Information Technology
    Type
    Regular Full-Time
    Location : Location
    US-DC-Washington
  • Overview

    This position’s primary role is to service the IT support needs of our user base in a demanding results-oriented environment. This role is expected to deal with the majority of calls and emails to the Help Desk using a variety of problem solving techniques, while maintaining a high level of customer satisfaction. This person will learn support skills in a pressurised environment and be able to expand their technical ability across a range of software, hardware and mobile platforms.

    Responsibilities

    • Be the primary contact for IT related problems and issues for Bain employees
    • Take ownership from start to finish of the investigation, troubleshooting, and resolution of hardware and software problems on computer systems and other supported hardware (mobile devices, phones, voicemail, projectors, etc.)
    • Perform consistent follow-up with user to ensure complete resolution and user satisfaction
    • Maintain accurate inventory database, repair log and activity log
    • Proactively identify and complete TSG projects that add value to the department and/or our customers
    • Enforce TSG guidelines and policies to ensure data integrity, system reliability and data security while providing essential flexibility to end users
    • Build and deploy standard notebook and desktop computers
    • Support Audio-Visual equipment (Projectors, Videoconference Units)
    • Use Active Directory to create and manage user accounts and set permissions
    • Develop best practices in the IT environment through experience sharing
    • Coordinate off-site repairs with external vendors
    • Participate in Global projects if requested
    • Work with other TSG staff to test new applications and upgrades
    • Lead end user training programs
    • Provide off-hours, weekend and holiday pager coverage as needed

    Qualifications

    • Excellent customer service skills are paramount to success in this position
      • Empathy with the IT end-user experience
      • Proactive service
      • Results oriented
    • Bachelor’s degree in Computer Science, Management Information Systems or related field, or an equivalent combination of education, training and experience is required
    • 3+ years previous corporate experience strongly preferred
    • Demonstrated interest and aptitude in technology and technical issues
    • Proactive, confident and self-motivated
    • Strong time management and prioritization skills in a multi-tasking environment
    • Ability to work well in a team environment
    • Calm and clear thinking under pressure
    • Aptitude for analytical problem resolution
    • Ability to occasionally work extended hours, including evenings and weekend hours to meet project deadlines or resolve issues

     

     

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