Analyst, IT Support

WHAT YOU'LL DO:

• The Analyst role at Bain is a technical support position that is responsible for providing L1 advanced assistance to employees with IT-related issues and problems.
• The Analyst will serve as the primary point of contact for escalated issues and will be responsible for troubleshooting and resolving complex hardware and software problems on computer systems.
• They will also be responsible for maintaining an accurate inventory database and repair log, enforcing TSG guidelines and policies, managing user accounts and permissions, and coordinating off-site repairs with external vendors.
• In addition, the Analyst will be responsible for monitoring emerging trends that develop in the ticketing system, assisting with network implementation projects, and contributing to the TSG knowledge base.
• This position requires strong problem-solving and customer service skills, as well as a solid understanding of computer systems and software and the ability to troubleshoot and resolve complex technical issues.
• Ability to occasionally work extended hours, including evenings and weekend hours to meet project deadlines or resolve issues

ABOUT YOU:

• 2-4 years of experience within IT support space
• Associate's/ Bachelor’s degree or an equivalent combination of education, training and experience
• Operations & Support (100%):
• Serve as the primary contact for IT related problems and issues for Bain employees
• Install, configure, and upgrade software and operating system
• Investigate, troubleshoot and resolve escalated hardware and software problems on computer systems
• Maintain an accurate inventory database, repair log and activity log
• Enforce TSG guidelines and policies
• Manage user accounts and set permissions
• Coordinate off-site repairs with external vendors
• Monitor emerging trends that develop in the ticketing system
• Assist with network implementation projects
• Coordinate off-site repairs with external vendors
• Contribute to the TSG knowledge base