WHAT YOU'LL DO
As Senior IT Specialist, you'll assist the Information Technology department with all aspects of technology as it relates to Office, Regional and BCG priorities. This includes 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 client sites.
YOU'RE GOOD AT
Providing 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 voicemail systems, both in the office and offsite.
Manage local technology, increasing reliability, security, interoperability, and effectiveness of customer work while reducing costs, both in the office and at client sites
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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 external 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 BCG 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 within BCG
Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management
Serve as a leader for the local IT team and assume responsibility for training and mentoring new and junior colleagues
Partner with the IT Director to identify and recommend improvements in process and technology
Vendor management; professionally handle and negotiate with local vendors in coordination with the Regional IT Director
Take ownership for all technology within your local office including AV, infrastructure, and other relevant technology. Proactively maintain and escalate any potential issues before problems occur
Be a topic expert in one or more area(s) and use your knowledge to train others to streamline and advance
Market and provide knowledge of new IT projects, local initiatives, and troubleshooting tips and tricks to the local office and beyond
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Several years' experience in a similar role; experience operating within a professional services environment advantageous, but not essential
Experience in effectively communicating and presenting technical concepts to management, peer groups and staff
Strong knowledge of commonly-used concepts, practices, and procedures
Experience troubleshooting Windows 10, 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 BCG resources
Proficient across PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration
A focus on excellent customer service and the needs of the entire BCG user community
Strong interpersonal and relationship-building skills
Strong sense of ownership; you're proactive, take initiative and are confident in managing conflicting priorities
Strong ability to identify, analyze and problem solve with meticulous attention to detail
* Focuses on continuous learning to further IT knowledge and career development
YOU'LL WORK WITH
BCG's information technology group collaboratively delivers the latest digital technologies that enable our consultants to lead and our business to grow. For our IT jobs, we seek individuals with expertise in the areas of IT infrastructure, application development, business systems, collaborative and social technologies, information security, and project leadership.