Bain & Company Inc

  • Help Desk Associate

    Job Location US-MA-Boston
    Job ID
    Posted Date
    Information Technology
    Regular Full-Time
    Location : Location
  • Position Summary:


    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. A key component of the support
    operation at Bain is the use of the HD+ ticketing and inventory system. Associates will receive training on the
    ticketing system as well all of the other technologies and administrative process required to execute the duties of a
    Technology Services Group (TSG) Associate. This person will learn support skills in a pressurized environment and
    be able to expand their technical ability across a range of software, hardware, and mobile platforms.

    Essential Functions:

    • Develop the skills required to be the primary contact for IT related problems and issues for Bain employees
    • Learn and develop the troubleshooting and resolution skills required to address hardware and software problems
      on computer systems and other supported hardware (mobile devices, phones, voicemail, projectors, etc.)
    • Perform consistent follow-up with users to ensure complete resolution and user satisfaction
    • Learn the inventory system and maintain accurate inventory database, repair log, and activity log
    • Develop the skills to pro-actively identify and complete TSG projects that add value to the department and/or our
    • Become aware of and enforce TSG guidelines and policies to ensure data integrity, system reliability, and data
      security while providing essential flexibility to end users
    • Learn the Bain image and PC configuration and testing process to build and deploy notebook and desktop
    • Develop the skills required to support the varied Audio-Visual equipment your local office and in the other offices
      across the local region (Projectors, Videoconference Units etc)
    • Use Active Directory and other Bain tools to create and manage user accounts and set permissions
    • Develop best practices in the IT environment through experience sharing across the TSG staff in the other offices
      across the region and globally
    • Learn to coordinate off-site repairs with external vendors
    •  Participate in Global projects on a requested and volunteer basis
    • Work with other TSG staff members on local, regional, and global teams to test new applications, as well as
      system hardware and software upgrades
    • Learn the materials to be able to lead end user training programs
    • Provide off-hours, weekend and holiday coverage as needed


    • Excellent customer service skills are paramount to success in this position
      • Empathy with the IT end-user experience
      • Possess the aptitude or experience to provide proactive service to our customers
      • Possess a results oriented approach to customer service
    • Bachelor’s degree in Computer Science, Management Information Systems or related field, or an equivalent
      combination of education, training and experience is required
    • 1-2 years previous corporate experience is preferred
    • Demonstrated interest and aptitude in technology and technical issues
    • Communicate well with customers and members of the team, display a confident and self-motivated approach
    • Strong time management and prioritization skills in a multi-tasking environment
    • Ability to work well in a team environment, support other members of the TSG team as they support our
    • Ability to be calm and think clearly under pressure
    • Aptitude for analytical problem resolution, display basic troubleshooting skills and approaches
    • Ability to occasionally work extended hours, including evenings and weekend hours to meet project deadlines or
      resolve issues


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed