Senior Help Desk Engineer

BAIN CAPITAL OVERVIEW

With approximately $185 billion of assets under management Bain Capital is one of the worlds leading private investment firms. We create lasting impact for our investors teams businesses and the communities in which we live. Over four decades we have strategically grown our platform to focus on Private Equity Growth & Venture Capital Solutions Credit & Capital Markets and Real Assets. Today our team includes 1880 employees in 24 offices on four continents.

We partner differently to help people and companies embrace possibility and realize potential. Founded as a private partnership in 1984 we have fostered a culture of innovation entrepreneurialism and agility empowering our people to define and own their career trajectories. Today our partnership approach enables us to pursue strategic growth build enduring relationships with a robust external network and collaborate across our integrated platform to connect the deep and diverse expertise that unlocks breakthrough insights.

Our people are the heart of our advantage. Colleagues at all levels have a seat at the table as they tackle business challenges with a principal investor mindset. By asking incisive questions respectfully challenging one another and remaining intellectually agile we work together to achieve exceptional outcomes.

KEY RESPONSIBILITIES:

Bain Capital is looking for an experienced fulltime highly motivated Help Desk Engineer to provide technical support. Daytoday responsibilities include:

• Performs problem management isolation and resolution in a corporate environment.
• Areas of support include executive level support phone support core application support remote access & mobile computing support.
• Provides direct support in the daytoday operations on user systems via remote user desktop support desk side support.
• Must be able to work a flexible schedule including overtime and respond to after hours oncall support on a rotating basis.
• Desktop staff ensure customer support in a knowledgeable accurate and friendly manner.
• Assists in the management of project implementations.
• Able to assemble install upgrade and configure new desktop computing resources including hardware software and applications in a Microsoft environment.
• Ability to quickly diagnose desktop hardware software or operator problems and to recommend corrective action.
• Able to analyze user computing needs and recommend solutions.

QUALIFICATIONS:

• 5 years of experience in IT and specifically working in the Service Desk function
• Bachelors degree preferred
• Very strong analytical ability strong judgment and problem analysis techniques.
• Strong interpersonal skills in a corporate environment and able to work successfully on a team.
• Excellent communication skills (written verbal and presentation) present throughout the organization on a senior level is a must.
• Must be creative flexible and able to respond quickly and positively to shifting demands and opportunities.
• Ability to write professional business communications suitable for end user delivery
• Must possess the ability to work in a highvolume fast paced dynamic environment with a positive can do attitude.
• Must be a teamoriented person who can share information goals opportunities successes and failures with the appropriate parties.
• Be open to assume additional responsibilities as requested and perform adhoc duties as required.
• Ability to solve complex systems problems quickly with little technical guidance and develop automated corrective measures.

• Microsoft certifications a plus.
• ITIL certifications a plus.

TECHNOLOGY EXPERIENCE:

• Candidates must be proficient in installing using and troubleshooting (with native tools) Windows 10 and Windows 11 Enterprise with strong understanding of Microsoft O365.
• Familiarity with ServiceNow Incident Management preferred
• Extensive Knowledge in using such mobile devices as Android/iPhone/iPad
• Working knowledge of TCP/IP and general networking concepts including DNS DHCP FTP & VPN
• Comprehensive understanding and experience with Active Directory
• General experience with desktop imaging patch management and deployment. Manage file/exchange permissions.

• Administrator Level Exchange 2010 experience

Bain Capital is an equal opportunity employer. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status.