Senior Help Desk Engineer

BAIN CAPITAL OVERVIEW

With approximately $185 billion of assets under management, Bain Capital is one of the world’s 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 1,880+ 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, full-time, highly motivated Help Desk Engineer to provide technical support. 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.

QUALIFICATIONS:

• 5+ years of experience in IT and specifically working in the Service Desk function
• Bachelor’s 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 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 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.