IT Specialist


 
POSITION SUMMARY:
The primary responsibility will be to assist the Information Technology department with all aspects of technology as it relates to Venture Team Support and BCGDV priorities (local/regional/global).  This includes, but is not limited to, user support, computer setup, maintenance and service, audio/visual, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs both in the office and at remote site.
 
BASIC JOB RESPONSIBILITIES:
·       Provide a high level of customer service while supporting venture teams and office based staff in a fast-paced environment.  Support includes, but is not limited to, Macs (primarily), PCs, AV, smart-phones, 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 remote site.
·       Understand and effectively discuss services and software provided by IT Service
·       Gather feedback and evaluate impact of IT Service offerings
·       Assist in preparing and deploying Macbooks for staff, including configuration and imaging
·       Lead IT on-boarding of new staff, providing guidance to use devices and systems
·       Support a variety of operating systems and applications
·       Hardware and software asset tracking and inventory management
·       Provide input and support for the IT fit out of new office builds
·       Coordinate the repair and maintenance of AV, 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 BCGDV 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 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 within BCGDV
·       Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management
 
BASIC JOB REQUIREMENTS:
Education/Experience
·       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 working with teams
Knowledge
·       Experience troubleshooting Mac OS, Windows 10, VM Fusion/Moka5, MS Office Suite, Internet Explorer, VPN/network connectivity, Google at Work environment, Egnyte/Box, Audio Visual
·       Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area, including IT Toolbox and other internal BCG resources
·       Basic skills in the following areas: MAC/PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration
·       Lifting/moving equipment is required
·       Some travel may be required
 
KEY COMPETENCIES
·       Focuses on excellent customer service and needs of the entire DV and 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 BCGDV 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 
·       Basic skills in the following areas: MAC/PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration
·       Lifting/moving equipment is required
·       Some travel may be required
 
KEY COMPETENCIES
·       Focuses on excellent customer service and needs of the entire DV and 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 BCGDV 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
 
 
ADDITIONAL INFORMATION:
 
Work Environment
·       Shared office space
·       Position requires cell phone to be worn at all times

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