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.

• 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

• Excellent customer service skills are paramount to success in this position
   o Empathy with the IT end-user experience
   o Proactive service
   o 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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