Sr. IT Support Specialist

About the role

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The Sr. IT Support Specialist installs, modifies, maintains, enhances, troubleshoots, and repairs all client computer equipment including desktop PCs, laptop PCs, printers, monitors, and peripherals.

Responsibilities

• Perform all daily, weekly, and monthly system maintenance utilizing necessary equipment and software.
• Maintain stock of PCs, printers, peripherals, and parts for all computer equipment.
• Maintain inventory records of equipment and hardware as well as maintenance records for each piece of equipment.
• Troubleshoot, diagnose, and repair all computer equipment.
• Identify failing/failed parts through instrumentation and software.
• Ensure that all equipment is optimized for maximum performance through use of test equipment and software.
• Act as an interface between users and outside support organizations for hardware and software maintenance.
• Answer user inquiries in person and via telephone concerning system operations.
• Install and upgrade computer equipment hardware and software as needed.
• Recommend or perform actions to correct problems based on knowledge of system.
• Effectively escalate and document all support calls for which resolution at hardware level is not possible.
• Consistently model the highest levels of client service orientation and professionalism.
• Lead or participate in special projects as requested.
• Receive all computer equipment for the organization.
• Act as Subject Matter Expert on one or more technologies.
• Maintain professional relationships with all members of the IT department.
• Ability to lift up to 50 lbs.
• Ability to use small hand tools including screwdrivers, pliers, and more.

Requirements

• At least 2 years of corporate Help Desk/Hardware experience.
• Bachelor’s Degree or equivalent work experience.
• Certifications: A+, HP.
• Thorough understanding and knowledge of PC components and their respective interface requirements.
• 2 years of experience in PC repair and/or assembly.
• Ability to install and test new PC systems.
• Proven computer hardware troubleshooting ability.
• Solid understanding of networks and their relation to end users; N+ certification preferred.
• Effective communication skills with all skill-level PC users.
• Excellent time management and interpersonal skills.
• Ability to make quick and clear decisions.
• Ability to meet deadlines while paying attention to details.
• Strong written and verbal communication skills.
• Ability to work with minimal supervision.
• Proven customer service skills in a fast-paced environment.
• Ability to communicate and interact effectively with people from multi-functional and diverse backgrounds.

Pay

The salary range for this role at the noted RRD location is $28.70 - $43.61 per hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. 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.

Schedule

Monday through Friday, 7:00 AM to 4:00 PM.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Disability insurance.
• 401(k) with company match.
• Life insurance and other voluntary supplemental insurance coverages.
• Parental leave.
• Adoption assistance.
• Tuition assistance.
• Employer/partner discounts.