It Services Coordinator

The Opportunity
The Regional IT Services Coordinator (RSC) provides day-to-day IT support for Egon Zehnder offices, working closely with the Services Manager and Services Coordinators in the Americas, Global Helpdesk and Second level teams. The RSC will fulfill assigned project duties and liaise with external support vendors to ensure the implementation of IT solutions and will provide IT support to other regions as required.
What You'll Do
Working in concert with our Digital-IT team, the Regional IT Services Coordinator will report to the Services Manager. The role provides oversight of the entire scope of IT support services for their assigned primary offices including partnering with our Digital-IT team on remote support duties, projects, and management of support vendors. The role will also provide coverage for our Global Helpdesk during peak periods or holidays as needed.
The work typically involves:

• Coordinating office hardware upgrades for PCs, servers, networking equipment; installing and configuring computer hardware, software, systems, networks, printers, scanners and more following our global standards
• New user onboarding set-up including ensuring accounts are set up timely, laptops, mobile phones and other equipment are timely built and ready. Coordinating with HR on offboarding, retrieving equipment and safeguarding proprietary data
• Maintaining records of hardware inventory, software licenses, and renewal dates
• Keeping accurate records through ticketing system, ServiceNow
• Completing project tasks as assigned; to include testing and documenting as required
• Planning and undertaking scheduled maintenance upgrades
• Talking to clients and computer users to determine the nature of problems
• Responding to breakdowns; investigating, diagnosing, and solving computer software and hardware faults
• Repairing equipment and replacing parts as necessary
• Required shift and on-call work, particularly where computing equipment is in a continual 24-hour operation
• Coordination and guidance for local office contacts
• Liaising with external IT support vendors to ensure appropriate levels of service and continue to build relationships
• Active participation in scheduled conference calls

Interface with Digital-IT:

• Work closely with the Services Manager and the Digital-IT team to optimize investments in new technology, technology adoption (which may include training) and IT support and service delivery functions
• Partner with Global Helpdesk when rolling out new software; respond to, track and swiftly close on reported user IT problems
• Some travel will be required (to other office/firm conferences)

Requirements
What We're Looking For

• Bachelor's degree preferred
• 2+ years of desktop support in a Windows-based office environment
• 3+ years of iPhone and iPad support
• Experience supporting Microsoft Windows and Office 365 required
• Experience managing IT vendors desired
• Video conferences support experience and networking knowledge preferred
• Affable personality with a desire to help our clients with their needs. "Service with a Smile" attitude while helping remote colleagues with their IT challenges. Customer satisfaction is the primary motivation for our Digital-IT team
• Extremely conscientious in following through on support requests or on assigned tasks
• Attention to detail and ability to work under pressure
• Motivated, self-starter with a personal drive for excellence and continuous improvement. Reliable and hardworking with good planning and execution skills
• Disciplined work ethic, understands the need for strict adherence to agreed-upon processes, procedures, work schedules and the immediate notification of any unscheduled absences
• Taking ownership with a pro-active nature. Monitoring the incidence solution process also when the helpdesk of second line is following up. Inform Services Manager when an incident may affect more user

About Us
Egon Zehnder is the world's preeminent executive search and leadership advisory firm, inspiring leaders to navigate complex questions with human answers. We help organizations get to the heart of their leadership challenges and offer honest feedback and insights to help leaders realize their true being and purpose. We believe that together we can transform people, organizations and the world through leadership.
What It's Like to Work Here
We operate as one unified team with expertise across industries, functions and geographies. Our organization can be described as high performing and collaborative combined with a caring and respectful culture. We are proud to have made connections and live our values through our Employee Resource Groups and DE&I initiatives:
- B@EZ - Blacks at Egon Zehnder
- EZ+ at Egon Zehnder - LGBTQ+ at Egon Zehnder
- HOLA - Hispanic / LatinX Organization for Leadership Advancement
- AZN - Asian American, South Asian or Pacific Islander at Egon Zehnder
- EZLiving - Healthy Lifestyle
- Families at Egon Zehnder
Our Offices
Since its founding in a Zurich townhouse in 1964, Egon Zehnder has grown to 64 offices in 36 countries. We have 2300 global employees and 450 US employees.
Our U.S. Offices include Atlanta, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, New York, Palo Alto, San Francisco, Seattle and Washington D.C.
*At Egon Zehnder, employee safety, well-being, and engagement is a top priority and at the core of our culture. Egon Zehnder is operating under a hybrid model which requires all employees, in all positions, to work in-person 3 days per week (Tuesdays, Wednesdays and Thursdays). Employees can work remotely during the remaining days of the week. The policy is subject to change by Egon Zehnder at any time.
Egon Zehnder is committed to creating and fostering a culturally diverse, equitable and inclusive organization. We recognize the value in a wide range of ideas, perspectives, experiences and skillsets in our workplace. To learn more about Egon Zehnder's continued commitment to diversity and inclusion, please visit: https://www.egonzehnder.com/diversity-initiatives.
Benefits

• Hybrid work model, 3 days in office (Tuesday, Wednesdays and Thursdays)
• 401k - company match and additional discretionary employer contribution
• Comprehensive Health Plan - medical, dental, vision, life insurance, long-term disability
• Employee Assistant program (EAP)
• Paid parental leave
• Personal Time Off - paid vacation, sick time, volunteer days
• Paid holidays including week off between Christmas and New Year's