Bain & Company Inc

  • Help Desk Associate

    Job Location US-MA-Boston
    Job ID
    2019-3710
    Posted Date
    7/30/2019
    Category
    Information Technology
    Type
    Regular Full-Time
    Location : Location
    US-MA-Boston
  • 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
      customers
    • 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
      computers
    • 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

    Qualifications:

    • 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
      customers
    • 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

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