You will provide technical support to an internal audience, ensuring the experience of an outstanding customer journey and contributing to the continuous improvement of IT Support services.

You will troubleshoot and resolve complex technical issues across Mac and Windows operating systems, standard IT applications (e.g., Office 365), network connectivity, mobile technologies, and hardware (e.g., laptops and mobile phones). Leveraging email, phone, and chat channels, you will help firm members get their business technology up and running as quickly as possible. Additionally, you will collaborate with internal IT service and product teams, contribute to knowledge creation and improvement, and assist in testing new technology and hardware releases in our technical labs.

Your work will help ensure seamless IT operations for McKinsey colleagues, enabling them to focus on delivering impact to clients. By resolving technical challenges and enhancing IT support services, you will play a key role in maintaining the firm’s operational excellence.

You will be based in San Jose as part of our Global Helpdesk (GHD) team, a pivotal group within McKinsey’s global IT organization. This team supports internal consultants and staff by troubleshooting and resolving a wide variety of IT needs, predominantly via email and chat.

• Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey.
• A voice that matters: From day one, we value your ideas and contributions. You’ll make a tangible impact by offering innovative ideas and practical solutions, all while upholding our unwavering commitment to ethics and integrity. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.
• Global community: With colleagues across 65+ countries and over 100 different nationalities, our firm’s diversity fuels creativity and helps us come up with the best solutions. Plus, you’ll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences.
• Exceptional benefits: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family.

Good knowledge of Windows 11 or Apple OS

Knowledge in one or more of the following areas: VPN, Microsoft Office, O365 Applications and Mobile Devices

Foundational knowledge of AI tools and concepts

Curiosity, proactiveness and desire to learn new skills and expand knowledge about new IT technologies

Strong interest in IT and customer support

Strong problem-solving and troubleshooting skills

Highly adaptable and open to working on critical or new tasks, taking them to final resolution

Demonstrates a collaborative style and willingness to help others

Distinctive customer orientation combined with a strong sense of ownership

Strong team spirit with the ability to work in both local and virtual team settings

Excellent written and verbal communication skills in English