Global Helpdesk Professional
McKinsey & Company · San Jose, Costa Rica · 2h ago
Mid levelOn-siteIT & Tech Support
Who you'll work with
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.
What you'll do
You will be a core member of our frontline IT support operation, providing high-quality technical support to an internal audience and owning the end-to-end resolution of the cases you receive.
You will independently troubleshoot and resolve the majority of incoming cases across Windows 11 and macOS, Microsoft 365 applications (e.g., Outlook, Teams, OneDrive, SharePoint), identity and access (e.g., MFA, password resets, account lockouts), network connectivity (Wi-Fi, VPN, DNS), mobile devices (iOS and Android) and hardware (laptops, peripherals and mobile phones). Working through email, chat and phone, you will manage your own ticket queue in our ITSM platform, adhere to your schedule, balance incoming volume against open cases, and escalate to GHD Analysts when an issue requires deeper expertise, with clear documentation of the steps already taken.
You will use the knowledge base as your primary source for solutions and actively help keep it accurate and up to date, documenting new issues and fixes as they arise. Beyond daily operations, you will participate in small team projects by sharing ideas and taking ownership of specific tasks, collaborate with internal IT service and product teams, support the testing of new technology and hardware releases in our technical labs, and take part in activities that promote a collaborative team environment.
Your work will directly shape how McKinsey colleagues experience technology. By resolving issues quickly and consistently delivering highly satisfying support, you will help colleagues stay focused on delivering impact to clients and 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. Your role is the foundation of our support model and offers a clear development path toward more specialized and senior roles within Global Helpdesk.
Your background
- Technical degree, diploma or ongoing university studies in Information Technology, Computer Science or a related field, or equivalent practical experience
- 1+ year of experience in IT support, service desk or a customer-facing technical role is preferred
- Familiarity with an ITSM / ticketing tool (e.g., ServiceNow) and working toward service level targets is a plus
- Solid working knowledge of Windows 11 and macOS, including configuration, updates, user profiles and common OS-level troubleshooting
- Hands-on experience with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and common account issues such as MFA, password resets and sign-in problems
- Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) and VPN connectivity troubleshooting
- Knowledge of mobile devices (iOS and Android); familiarity with device management tools (e.g., Intune or Jamf) is a plus
- Ability to diagnose laptop, peripheral and mobile phone hardware issues and guide users through resolution
- Ability to manage a personal ticket queue, prioritize incoming volume and maintain schedule adherence in a fast-paced environment
- Distinctive customer orientation combined with a strong sense of ownership, consistently delivering a high-quality support experience
- Excellent written and verbal communication skills in English with the ability to explain technical solutions clearly to non-technical users