RRD provides marketing, packaging, print, and business services to the world's most respected brands. The company's proprietary technology, advanced data analytics, and expertise fuel organizational decision‑making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.Position summaryThe Technical Support Associate, Sr. works under general supervision and is responsible for providing technical assistance and support related to computer systems, hardware, and software. This individual responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions while working directly with impacted users of technology.Job duties(* denotes an “essential function”)*Provide 1st and 2nd level IT support service, using a professional approach with excellent, proficient telephone techniques and high quality communication through effective, practiced customer service skills.Respond to technical support queries and log them into the IT Service Management System, ensuring that details are accurately and promptly entered to the requestor's and the division's satisfaction.Utilize a wide range of technological tools to investigate, diagnose and fix to a defined service level target, or where appropriate, elevate technical issues to the appropriate team(s).*Troubleshoot end‑user hardware, operating system, basic network, server‑based access and voice communications problems, providing resolutions where possible while working with IT Help Desk.*Troubleshoot software‑related problems, and other computer‑related peripherals issues, providing resolutions where possible while working with IT Help Desk.Maintain and update internal knowledge base of procedural and technical information, fully adhering to updates in policy, procedures and new technology.Process and respond to incoming IT forms and requests: procurement, access requests and queries/call requests submitted via e‑mail, phone or in person.Travel to provide on‑site IT support for client offices, and temporary trial site locations.*Install and configure Windows and Apple desktops and laptops as per company standard builds.*Ensure all new assets (hardware and software) are entered into the asset inventory system.*Develop procedures and training manuals and conduct presentations and briefings.*Provide training and respond to technical how‑to questions from end‑users and customers on the use of systems and applications.Help develop and mentor fellow staff members, in addition to following best practices and procedures, and sharing knowledge across the team.B.A. or B.S. degree in information technology is preferred but not necessary.5+ years' experience in IT or technology experience in a customer service oriented role.Experience troubleshooting end‑user hardware, operating systems, basic network troubleshooting, basic Windows Active Directory Management and voice systems support.Ability to work under pressure.Ability to work on own initiative and as part of a team.Ability to travel up to 50% and work effectively from office, hotel, and temporary office space.High level of communication, training and motivation skills.High quality customer care communicator at all levels. Fully proficient telephone techniques / experience.Ability to communicate with both internal and external clients including but not limited to Manager, Directors and above.Strong problem solving skills.Ability to schedule, prioritize and delegate workload to balance multiple projects and deadlines.Detail oriented with emphasis on accuracy and quality.Ability to anticipate potential IT issues.Therange of pay for this role at the noted RRD location is $28 to $33/ hour. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call‑in, and/or stand‑by pay. RRD's benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.Shift: Monday - Friday, 8:00 AM to 5:00 PMRRD is an Equal Opportunity Employer, including disability/veterans#J-18808-Ljbffr
Our people make a difference every day - working with customers, in production or behind the scenes in a support role. They know how to manage the job and exceed expectations! Through our dedicated and talented employees we are creating, managing and executing marketing and business communications that are connecting people around the world with the power of words and images.
With a long and rich history, RR Donnelley (NYSE: RRD) is a Fortune 500 company employing more than 44,000 people worldwide. We assist customers in developing and executing multichannel communication strategies that engage audiences, reduce costs, drive revenues and increase compliance.
We’re not only committed to innovative technologies. We’re committed to high standards of corporate social responsibility across our global footprint. For details please click here to view the report “making a difference starts with ourselves.” You’ll find out how RR Donnelley defines its values, how we work to ensure our employees feel valued, and how our company efforts add value for our stakeholders.
RR Donnelley is an Equal Opportunity/Affirmative Action employer. The company’s policy is to select, place and deal with all its employees without discrimination based on race, religion, color, national origin, sex, gender identity or expression, age, disability, perceived disability, sexual orientation, protected Veteran status, genetic information or on the basis of any other status protected by applicable federal, state or local law.