Associate IT Support Specialist

Company Description

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.

Job Description

Schedule: Monday - Friday 10:00am - 7:00pm

The Help Desk Associate is a member of the on-site Williams Lea team delivering exceptional customer service at our client locations. Responsibilities include providing software support, basic troubleshooting, and incident management documentation in a call center environment.

Job duties

(* denotes an “essential function”)

• Provide phone support to end-users for common office software applications.
• Software applications supported include: MS Word, MS Excel, MS Outlook, LegalKEY, Windows OS, CrowdStrike,
• BitLocker, SharePoint
• Expert knowledge and ability to troubleshoot MS Word including macros and advanced formatting tools.
• Recommend or perform actions to correct software problems based on knowledge of the application.
• Escalate and document all support calls for which Level 1 resolution is not possible.
• Maintain incident tracking system from the input of issues through the resolutions, including any necessary escalation.
• Assist end-users with remote accessibility issues.
• Provide software support for hand-held devices.
• Communicate effectively with both unskilled and skilled PC users.
• Handle sensitive and/or confidential documents and information.
• Communicate with manager and client on job or deadline issues.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum two years of experience in a corporate helpdesk environment.
• Expert knowl...