Senior IT Support Specialist

Position summary 

The 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, escalate 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 

The range 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 PM

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans