As an IT Senior Specialist, your primary responsibility will be to assist the Information Technology department with all aspects of technology as it relates to Case Team Support and BCG 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 remote site.
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. This includes, but is not limited to, laptop support, Smartphones, and voice mail systems, both in and outside the office
Managing local technology in order to increase reliability, security, interoperability, and effectiveness of customer work while reducing costs
Understanding and effectively discussing services and software provided by IT Service
Gathering feedback to evaluate the impact of IT Service offerings and proactively identifying improvement opportunities
Evaluating new technologies for potential applicability within BCG
Preparing and deploying laptops for staff, including configuration and imaging of laptops
Supporting a variety of operating systems and applications
Assisting in the training of BCG employees in IT technologies
Maintaining a high level of flexibility and commitment to achieve personal goals and objectives agreed upon with IT Service organization and local management
Providing on-site technical support at special events, e.g., executive speeches, press conferences, offsite meetings, etc.
Communicating frequently with end users as well as with local, regional, and global support teams
Maintaining configurations of all notebook and desktop computer systems according to established BCG requirements
Documenting and updating technology related instructions/procedures/knowledge articles as required
Leading and participating in local, regional, and global projects as appropriate to evaluate existing systems and recommend technology for upgrade and replacement
Overseeing hardware and software asset tracking and inventory management
Coordinating the repair and maintenance of office printers and computing equipment with outside vendors
Managing and maintaining daily IT ticket queues via ServiceNow
Machine builds, site projects and repairs, orientations, imaging, break/fix, and general IT Support duties are to be completed accurately and on a consistent basis. All work is to be entered as a ticket in ServiceNow. Deadlines need to be met as well as consistent follow-up to customers and team.
Being mature, tact, and discipline in all situations as a representative of BCG IT is required at all times.
YOU BRING (EXPERIENCE & QUALIFICATIONS)
A post-secondary education in Technology or equivalent experience with a minimum of 3 years experience in a similar role
Experience in effectively communicating and presenting technical concepts to management, peer group and staff and effective teamwork skills
Excellent proactive problem solving skills with the 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: PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration
Demonstrated leadership and/or customer service experience. You’re highly responsive with strong interpersonal and communication skills.
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.