SFO IT Service Specialist

Boston Consulting Group•San Francisco, CA

16d•$76,000 - $84,300•Onsite

About The Position

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. The SFO IT Service Specialist position’s main responsibility will be to assist the Information Technology department with all aspects of technology as it relates to Case Team Support, Office operations, and BCG IT priorities. This includes user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs as requested. Deliver a high level of customer service while supporting case teams and office-based staff in a fast-paced environment. Support includes, but is not limited to, laptops, desktops, smartphones, and phone and voice mail systems, both in and outside the office. Aid in the maintenance of local technology in order to increase reliability, security, interoperability, and efficiency of customer work while reducing costs. Understand and effectively discuss services and software provided by IT Service Capture 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 vital applications Assist with hardware and software asset tracking and inventory management Coordinate the repair and maintenance of office printers and computing equipment with outside vendors Assist with on-site technical support at special events, including staff meetings and customer meetings, etc. Communicate frequently with end users as well as with local, regional, and global support teams with regard to the status of their issue Maintain configurations of all notebook and desktop computer systems according to established BCG requirements Assist with the documentation and updating technology related instructions/procedures/knowledge articles as required Repair video conference and telecommunications systems as needed Maintain problem call history by recording calls in Service Now 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 agreement with IT Service organization and local management Assist with general office projects as needed At BCG, IT Specialists are: Great teammates. They help team members achieve more when they’re around. They are not afraid to pitch in to get a job done and are proactive in helping their colleagues. Professional. They can deal with all levels of an organization and provide an extremely professional impression of themselves and the company. Organized. They thrive in a highly organized environment where they can build and improve processes Service focused. Impressing both our internal and external clients is a priority. Our office IT group flourishes with first rate customer service and good communication skills. Hands on. They enjoy picking up tools to make and fix things. Whether it’s digging in to fix a computer or helping to rearrange the office, they are driven to do what is needed.

Requirements

Commitment to customer service and needs of the entire Washington, D.C. user community
Solid communication skills
Displays self-starting demeanor, resourcefulness and integrity
Reliable and harmonious team member; displays consideration and respect for others
Displays tact, diligence, and the ability to handle stressful situations
Demonstrates competence and character that encourages trust
Communicates optimally with the management groups and technical staff
Able to work independently, exercising outstanding judgment and initiative
Demonstrates solid ability to identify, analyze and solve problems
Able to respect all BCG information as personal and confidential
Focuses on continuous learning to further IT knowledge and career development
Ability to connect with collaborators and work in a team environment
Meticulous attention to detail
Upholds strong time management skills
Ability to follow established procedures/standards
Bachelor’s degree preferred
2 years experience in an equivalent role
Experience assessing issues with Windows 10, Office Suite, Internet Explorer, VPN/network connectivity
Ability to diagnose problems and provide solutions and/or advance to the appropriate expertise area
Basic skills in the following areas: PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration
Solid understanding of MS Office products, including Outlook, PowerPoint, Word and Excel
Excellent customer service skills

Responsibilities

Assist the Information Technology department with all aspects of technology as it relates to Case Team Support, Office operations, and BCG IT priorities.
Deliver a high level of customer service while supporting case teams and office-based staff in a fast-paced environment.
Aid in the maintenance of local technology in order to increase reliability, security, interoperability, and efficiency of customer work while reducing costs.
Understand and effectively discuss services and software provided by IT Service
Capture 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 vital applications
Assist with hardware and software asset tracking and inventory management
Coordinate the repair and maintenance of office printers and computing equipment with outside vendors
Assist with on-site technical support at special events, including staff meetings and customer meetings, etc.
Communicate frequently with end users as well as with local, regional, and global support teams with regard to the status of their issue
Maintain configurations of all notebook and desktop computer systems according to established BCG requirements
Assist with the documentation and updating technology related instructions/procedures/knowledge articles as required
Repair video conference and telecommunications systems as needed
Maintain problem call history by recording calls in Service Now 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 agreement with IT Service organization and local management
Assist with general office projects as needed

Benefits

Total compensation for this role includes base salary, annual discretionary performance bonus, retirement contribution, and a market leading benefits package described below.
In addition to your base salary, your total compensation will include a bonus of up to 12% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years.
All of our plans provide best in class coverage:
Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children
Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs
Dental coverage, including up to $5,000 in orthodontia benefits
Vision insurance with coverage for both glasses and contact lenses annually
Reimbursement for gym memberships and other fitness activities
Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan
Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement
Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month)
Paid sick time on an as needed basis