IT Help Desk Coordinator

ABOUT US

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future.

Across 65 cities in 40 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest more than $1 billion in pro bono services brings our talent, expertise, and insight to organizations tackling today’s urgent challenges in education, racial equity, social justice, economic development, and the environment. We earned a platinum rating from EcoVadis, the leading platform for environmental, social, and ethical performance ratings for global supply chains, putting us in the top 1% of all companies. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry.

WHAT YOU’LL DO 

You will, as the Technology Solutions Group (TSG) Support Coordinator be responsible for providing technical support and assistance to employees with IT-related issues and problems. This individual will serve as the primary point of contact for these issues and will be responsible for troubleshooting and resolving hardware and software problems on computer systems, maintaining an accurate inventory and repair log, enforcing TSG guidelines and policies, and managing user accounts and permissions. Additionally, the Coordinator will need to coordinate off-site repairs with external vendors, test new applications and upgrades, monitor backups, assist in supervising and training junior TSG staff and conduct end-user training programs. This is a demanding and results-oriented environment that requires strong problem-solving and customer service skills, as well as a solid understanding of computer systems and software.

RESPONSIBILITIES 

• You will serve as the primary contact for IT related problems and issues for Bain employees 
• You will install, configure, and upgrade software and operating systems
• You will investigate, troubleshoot and resolve hardware and software problems on computer systems
• You will maintain accurate inventory database, repair log and activity log
• You will enforce TSG guidelines and policies
• You will manage user accounts and set permissions
• You will work with other TSG staff to test new applications and upgrades
• You will coordinate off-site repairs with external vendors
• You will monitor backups and periodically test backed-up data
• You will assist in supervising and training more junior TSG employees
• You will lead end-user training programs 

ABOUT YOU 

Associate/Bachelor’s degree in a relevant field, or an equivalent combination of education, training and experience is required. 

1-3 years previous (preferably corporate) experience and excellent customer service skills are paramount to success in this position as well as a demonstrated interest and aptitude in technology and technical issues. Must be able to 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, plus the ability to work well in a team environment, support other members of the TSG team as they support our customers. Requires the ability to be calm and think clearly under pressure and an aptitude for analytical problem resolution, troubleshooting skills and approaches

Also, experience in a customer service or technical support role, with remote support tools and techniques is required. Experience in managing and prioritizing service requests and escalations, as well as experience in creating and maintaining documentation, processes, and procedures is also needed.

Must have the ability to occasionally work extended hours, including evenings and weekend hours to meet project deadlines or resolve issues. 

*Be advised that this role is an ONSITE role and will require five (5) days a week physically in the office, Monday through Friday.

Bain & Company's comprehensive benefits and wellness program is designed to help employees achieve personal independence, protection and stability in the areas most important to you and your family. 

WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 12 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents.