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Associate, Help Desk Support

Bain & Company Inc

This is a Full-time position in Dallas, TX posted August 2, 2021.

WHAT MAKES US A GREAT PLACE TO WORKWe 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 become the best version of yourself and 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.WHERE YOU’LL FIT WITHIN THE TEAMIn this role you will 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 as all of the other technologies and administrative processes required to execute the duties of a 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.WHAT YOU’LL DO+ 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 in 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+ Travel as required to support other Bain offices and off-site training sessionsABOUT YOU+ 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 experience in a business environment 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 issuesGENERAL ATTRIBUTES WE LOOK FOR+ Collaborative – someone who knows how to work with and through others to drive results and make change happen, as well is customer service orientated+ Entrepreneurial, proactive, and productive
– someone who knows how to prioritize what needs to be done and rallies colleagues to get things accomplished; “roll up the sleeves” type of attitude+ Motivational and compelling in oral and written communication skills; engaging and concise – with interpersonal “presence”; adaptable across executive, technical and Bain audiences+ Energetic, with drive, enthusiasm, and natural skills in relationship development; well-connected, with an extensive network of potentially relevant relationships and have a proven ability to influence and drive consensus among multiple parties+ A great colleague and teammate
– passionate about the task at hand and fun to be around; someone with whom Bainies and clients go out of their way to workABOUT USBain & Company is a global consultancy that helps the world’s most ambitious change makers define the future.

Across 59 offices in 37 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 over $1 billion in pro bono services brings our talent, expertise and insight to organizations tackling today’s urgent challenges in education, racial and social equity, economic development and the environment.

Since our founding in 1973, we have measured our success by the success of our clients.

We proudly maintain the highest level of client advocacy in the industry, and our clients have outperformed the stock market 4-to-1.Ind123#LI-GK1External Job Title: Associate, Help Desk SupportID: 2021-5025Post: External Career Portal: 4/5/2021External Company Name: Bain & Company IncExternal Company URL: ain.com/bainweb/home.aspStreet: 1717 McKinney Avenue

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