Junior Technical Support Engineer | Corporate

Who We Are

FTI Consulting is the leading global expert firm for organizations facing crisis and transformation. We work with many of the world’s top multinational corporations, law firms, banks and private equity firms on their most important issues to deliver impact that makes a difference. From resolving disputes, navigating crises, managing risk and optimizing performance, our teams respond rapidly to dynamic and complex situations.

At FTI Consulting, you’ll work side-by side with leaders who have shaped history, helping solve the biggest challenges making headlines today. From day one, you’ll be an integral part of a focused team where you can make a real impact. You’ll be surrounded by an open, collaborative culture that embraces diversity, recognition, professional development and, most importantly, you.

Are you ready to make your impact?

About the Role

The Information Technology Group (ITG) is a collection of people, processes and technology investments that are designed to achieve the business goals of FTI Consulting.  Incumbent acts as a junior technical support advisor to FTI Consulting staff in all practice areas on all information technology issues and provides state-of-the-art technical solutions in support of computer and local area networks.  May also provide technical support to FTI Consulting clients on billable engagements.  Assumes ownership role on internal help desk and provides applications and systems support, application and network systems administration and seeks to document user requirements of FTI staff in the pursuit of providing solutions to their technical needs.  Provides entry-level support and knowledge of computer software and hardware, entry-level network operating systems, PC applications, Internet services, multi-media and messaging software used in FTI.  It is expected that this incumbent will work as a part of the ITG team in a customer support role for all business and technology related issues at the local office level.  The ability to work in a team environment is required.

What You’ll Do

• Provide onsite and remote 1st - 2nd level hardware, software and network technical support to FTI clients, practitioners and staff

• Manage and prioritize the resolution of walk-in user requests and tickets assigned by our first-level team via internal ITSM tool

• Uphold and achieve Global Customer Service KPI’s and Service Level Agreements

• Consult and escalate complex technical issues with senior engineers when necessary

• Organize the procurement, building, configuration, testing, deployment, and support of FTI employee workstation hardware and mobile devices

• Provide configuration, installation and troubleshooting support of approved software applications

• Coordinate equipment repairs and service requests with vendors

• Support the employee onboarding and offboarding processes: access provisioning, device setup and reclaim

• Provide audio and video conferencing room support for schedule events

• Contribute and maintain FTIs knowledge base library of support services and approved applications

• Contribute to the overall technology strategy by collaborating with FTI Practice areas, corporate staff and other ITG groups to implement technology solutions

• Provide technology support advocacy for all FTI Consulting staff.  May act as the liaison between office and systems integrators and/or vendors when appropriate

• Contribute with writing, organizing and publishing team technical processes/procedures

• Maintain and track inventory of FTI Assets including laptops, desktops, peripherals, and mobile devices

• Comply with security policies regarding all forms of company, client and employee data

How You’ll Grow

ITG uses an “IT Service Portfolio” approach to align with business priorities, and to articulate and communicate the diversification of IT investments for the business.   FTI Consulting leverages the Information Technology Group (ITG) to accomplish the following goals:  Improve Practitioner Productivity and grow the business with IT, Reduce Risks with IT in the business, and Manage a balanced set of IT investments that meet business objectives.  We encourage our employees to become “Super Users” of all our services, take advantage of multiple opportunities to work with colleagues on the wide array of cross functional to inter department projects, and self-improve through professional development.

What You Will Need To Succeed

Basic Qualifications

• Accurate and consistent onsite attendance

• 3+ years of proven IT support professional corporate experience

• Must have a minimum of A+ or Network+ certification credentials

• Quality technical troubleshooting and documentation skills

• Knowledge of current leading-edge endpoint hardware devices and software

• Ability to grasp technical and service management fundamentals quickly

• Good knowledge of the Office 365 Suite of applications (Excel, Word, PowerPoint, Access, Outlook)

• Basic knowledge of IT service management concepts

• Ability to travel to clients and FTI office(s) as needed

• Applicants must be currently authorized to work in the United States on a full-time basis; this position does not provide visa sponsorship

Preferred Qualifications

• Experience with Active Directory and supporting O365

• Ability to flex working hours as required to meet business needs

• Occasional physical labor, which may include moving equipment or furniture up to 50 lbs. and flexibility to crawl underneath desks or tables to access network jacks and electric receptacles

• Ability to communicate seamlessly with both technical and non-technical audiences

• Adaptable to shifting priorities as business needs change

• ITIL Foundations Certification