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Associate, TSG Support – Bain & Company 3 views

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.

Key Tasks and Responsibilities:

  • 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 proactively 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 / Experience:

  • 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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Company Information
  • Total Jobs 4 Jobs
  • Full Address 131 Dartmouth Street Boston, Massachusetts 02116 United States

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