IT Help Desk Support Coordinator
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 Glassdoors 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.
WHO YOU WILL WORK WITH
You will, as the Technology Solutions Group (TSG) Support Coordinator at Bain 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.
WHAT YOU WILL DO
Operations & Support (100%):
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/Bachelors degree in a relevant field, or an equivalent combination of education, training and experience is required.- 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.
U.S. Compensation Information
In California, Los Angeles area, the good-faith, reasonable annualized full-time hourly salary range for this role is between $28.37 - $34.38 placement within this range will vary based on several factors including, but not limited to experience, education, licensure/certifications, training and skill level
Annual discretionary performance bonus
This role may also be eligible for other elements of discretionary compensation- 5% 401(k) company contribution, which increases after 3 years of service and is 100% vested upon start date
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.
Bain pays 100% individual employee premiums for medical, dental and vision programs, offering one of the most comprehensive medical plans for employees without impacting your paycheck
Generous paid time off, including parental leave, sick leave and paid holidays
Fully vested 401(k) company contribution
Paid Life and Long-Term Disability insurance
Annual fitness reimbursements