IT Support Engineer

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Position Summary

Provides support and works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests related to our endpoint fleet of equipment.  Communicates effectively about a broad range of technologies and explains solutions in technical and nontechnical terms.  We expect first class customer service ensuring that all customers are treated efficiently and in an appropriate manner.  Responsibilities may span over multiple facilities based in the area as needed for support could require the ability to travel.

Responsibilities

• Handles routine and less complicated problems without assistance.
• Learning and applying basic knowledge of IT systems and operational processes/policies.
• Developing knowledge of RRD policies, processes, systems and business lines.
• Generally considered entry level, based on a developing knowledge of IT systems, technologies or RRD operational norms.
• Build, install and maintain endpoints (PCs & MAC) in accordance with IT standards.
• Maintain and problem-solve issues related to installed endpoints Windows & MAC, with routine maintenance as assigned.
• Partners and collaborates with enterprise support teams and outside vendors to resolve problems or issues.
• Responsible for the direct provision of desk-side support as necessary.   
• Helps to manage local LAN architecture and components in compliance with enterprise standards.
• Assists with support of wireless networks, servers, network and peripheral devices related to desktop infrastructure, in accordance with department standards.
• Maintains a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Take ownership of issues by carrying out problem analysis to implement appropriate solution, with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Identify potential changes and system improvements to present to management consideration and implementation.
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines and corporate policies.
• Ensure all interactions (incidents, change tickets, etc) are logged/maintained within RRD ITSM toolset.
• Maintains and takes ownership of asset record inventory throughout the life-cycle of end-points.
• Performs other related duties and participates in special projects as assigned.

• Bachelor degree in discipline related to functional work or role with up to 1-3 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
• Knowledge of endpoint software OS such as MS Windows current and recent versions, MAC, Microsoft Office, Google suite & Google Drive a plus.
• Following facilities EHS (Environmental Health & Safety procedures) PPE (Personal Protective Equipment) and procedures a must.
• Lifting - Potential lifting up to 25 pounds occasionally to move objects.  
• Able to demonstrate good problem-solving skills and appropriately apply proven solutions. Consistently deliver prescribed outcomes in a timely and accurate manner with appropriate guidance. Apply existing processes and procedures to solve problems and may receive guidance for problems that are non-routine.
• Requires good communication skills, both verbal and written.  Able to communicate effectively with diverse groups of people when completing work assignments.

RRD's current salary range for this role is $46,100 to $67,300 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. 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.

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RRD is an Equal Opportunity Employer, including disability/veterans