IT Specialist/Helpdesk Engineer

The primary responsibility will be to assist the Information Technology department with all aspects of technology as it relates to Case Team Support and the firms priorities (local/regional). This includes, but is not limited to, user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs both in the office and at the client site.

Provide a high level of customer service while supporting all assigned case teams and office based staff in a fast-paced environment. Support includes, but is not limited to, laptops, desktops, Smartphones, phone and voice mail systems, both in and outside the office.

Manage local technology in order to increase reliability, security, interoperability, effectiveness of customer work while reducing costs, both in the office and at the client site.

Understand and effectively discuss services and software provided by IT Service.

Work with Project Leaders to provide technical (hardware, software, connectivity) solutions at the client site according to established standards. Regular Case Team visits will be required.

Gather feedback and evaluate impact of IT Service offerings.

Assist in preparing and deploying laptops for staff, including configuration and imaging of laptops.

Support a variety of operating systems and applications.

Hardware and software asset tracking and inventory management.

Coordinate the repair and maintenance of office printers and computing equipment with outside vendors.

Provide on-site technical support at special events, e.g., executive speeches, press conferences, offsite meetings, etc.

Communicate frequently with end users as well as with local, regional, and global support teams.

Maintain configurations of all notebook and desktop computer systems according to established requirements.

Document and update technology related instructions/procedures/knowledge articles as required.

Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources.

Maintain problem call history by recording calls in CA help desk tracking database; analyze call data to proactively identify improvement opportunities.

Participate in local, regional, and global projects as appropriate to evaluate existing systems and recommend technology for upgrade and replacement; evaluate new technologies for potential applicability.

Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management.

Knowledge

• Experience troubleshooting Windows 7, Office Suite, Internet Explorer, VPN/network connectivity
• Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area, including IT Toolbox and other internal resources
• Basic skills in the following areas: PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration
• Lifting/moving equipment is required
• Some travel will be required
• Focuses on excellent customer service and needs of the entire BCG user community
• Strong communication skills
• Displays self-starting attitude, resourcefulness and professionalism
• Reliable and cooperative team player; displays consideration and respect for others
• Displays tact, patience and the ability to handle stressful situations
• Demonstrates competence and character that inspires trust
• Communicates effectively with the management groups and technical staff
• Able to work independently, exercising sound judgment and initiative
• Demonstrates strong ability to identify, analyze and solve problems
• Able to respect all company information as personal and confidential
• Focuses on continuous learning to further IT knowledge and career development
• Ability to work independently as well as in a team environment
• Meticulous attention to detail
• Ability to meet deadlines
• Ability to follow established procedures/standards
• Excellent oral and written English, clear communication
• Post-secondary education in Technology or equivalent experience
• Minimum of 2 years experience in similar role
• Experience in effectively communicating and presenting technical concepts to management, peer group and staff
• Experience in working with teams
• If you are looking for a company where you will learn, grow and have an impact, this is the opportunity for you!