Help Desk Engineer

Title: Help Desk Engineer

Reports to: End User Services Manager

Department: Information Technology

Location: San Francisco, CA

Type: Full Time

BAIN CAPITAL OVERVIEW

Bain Capital, LP is one of the world’s leading private multi-asset alternative investment firms with over $185 billion of assets under management that creates lasting impact for our investors, teams, businesses, and communities in which we live. Since our founding in 1984, we’ve applied our insight and experience to organically expand into several asset classes including private equity, credit, public equity, venture capital and real estate. We leverage our shared platform to capture cross-asset class opportunities in strategic areas of focus. With offices on four continents, our global team aligns our interests with those of our investors for lasting impact.

KEY RESPONSIBILITIES:

Bain Capital is looking for an experienced, full-time, highly motivated Help Desk Engineer to work provide technical support across two offices in California, including San Francisco and Palo Alto. Day-to-day 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 day-to-day 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 on-call 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.

Provide hands on MacBook support including JAMF enrollment, and troubleshooting.

QUALIFICATIONS:

Bachelor degree in Computer Science or a related discipline. At least 2-4 years’ experience in IT.

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 and flexible in order 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 high-volume, fast paced, dynamic environment with a positive "can do" attitude.

Must be a team-oriented person who can share information, goals, opportunities, successes and failures with the appropriate parties.

Be open to assume additional responsibilities as requested, and perform ad-hoc 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, Windows 11 and Microsoft Office suite

Familiarity with ServiceNow Incident Management a plus.

Extensive Knowledge in using such mobile devices as Android/iPhone/iPad

Working knowledge of JAMF deployments, enrollments on apple products including MacBook’s

Comprehensive understanding and experience with Active Directory.

General experience with desktop imaging, patch management and deployment. Manage file/exchange permissions and network printers.

Administrator Level Exchange experience.

REQ_107229