POSITION SUMMARY

The primary responsibility will be to assist the Information Technology department with all aspects of technology as it relates to Venture Team Support and BCGDV priorities (local/regional/global). This includes, but is not limited to, user support, computer setup, maintenance and service, audio/visual, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs both in the office and at remote site.

BASIC JOB RESPONSIBILITIES

• Provide a high level of customer service while supporting venture teams and office based staff in a fast-paced environment. Support includes, but is not limited to, Macs (primarily), PCs, AV, smart-phones, phone and voice mail systems, both in and outside the office.

• Manage local technology in order to increase reliability, security, interoperability, effectiveness of customer work while reducing costs, both in the office and at remote site.

• Understand and effectively discuss services and software provided by IT Service

• Gather feedback and evaluate impact of IT Service offerings

• Assist in preparing and deploying Macbooks for staff, including configuration and imaging

• Lead IT on-boarding of new staff, providing guidance to use devices and systems

• Support a variety of operating systems and applications

• Hardware and software asset tracking and inventory management

• Provide input and support for the IT fit out of new office builds

• Coordinate the repair and maintenance of AV, office printers and computing equipment with outside vendors

• Provide on-site technical support at special events, e.g., executive speeches, press conferences, offsite meetings, etc.

• Communicate frequently with end users as well as with local, regional, and global support teams

• Maintain configurations of all notebook and desktop computer systems according to established BCGDV requirements

• Document and update technology related instructions/procedures/knowledge articles as required

• Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources

• Maintain problem call history by recording calls in 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 BCGDV

• Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management

 

BASIC JOB REQUIREMENTS

Education / Experience

• Post-secondary education in Technology or equivalent experience

• Minimum of 2 years experience in similar role

• Experience in effectively communicating and presenting technical concepts to management, peer group and staff

• Experience working with teams

  Knowledge

• Experience troubleshooting Mac OS, Windows 10, VM Fusion/Moka5, MS Office Suite, Internet Explorer, VPN/network connectivity, Google at Work environment, Egnyte/Box, Audio Visual

• Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area, including IT Toolbox and other internal BCG resources

• Basic skills in the following areas: MAC/PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration

• Lifting/moving equipment is required

• Some travel may be required

 

KEY COMPETENCIES

• Focuses on excellent customer service and needs of the entire DV and BCG user community

• Strong communication skills

• Displays self-starting attitude, resourcefulness and professionalism

• Reliable and cooperative team player; displays consideration and respect for others

• Displays tact, patience and the ability to handle stressful situations

• Demonstrates competence and character that inspires trust

• Communicates effectively with the management groups and technical staff

• Able to work independently, exercising sound judgment and initiative

• Demonstrates strong ability to identify, analyze and solve problems

• Able to respect all BCGDV information as personal and confidential

• Focuses on continuous learning to further IT knowledge and career development

• Ability to work independently as well as in a team environment

• Meticulous attention to detail

• Ability to meet deadlines

• Ability to follow established procedures/standards

• Excellent oral and written English, clear communication
  
  

ADDITIONAL INFORMATION

 

Work Environment

• Shared office space

• Position requires cell phone to be worn at all times