Help Desk Agent

Do you want to do work that matters, alongside supportive leaders who will help you grow faster than you ever thought possible? Are you a creative problem‑solver who is energized by challenges? You’ve come to the right place. YOUR IMPACT 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 SanJose 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. YOUR GROWTH You are someone who thrives in a high-performance environment, bringing a growth mindset and entrepreneurial spirit to tackle meaningful challenges that have a real impact. In return for your drive, determination, and curiosity, we’ll provide the resources, mentorship, and opportunities to help you quickly broaden your expertise, grow into a well‑rounded professional, and contribute to work that truly makes a difference. When you join us, you will have: 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. YOUR QUALIFICATIONS AND SKILLS Good knowledge of Windows11 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 FOR U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law. FOR NON‑U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. For additional details regarding our global EEO policy and diversity initiatives, please visit our McKinsey Careers and Diversity & Inclusion sites. #J-18808-Ljbffr