Job Description

Shift: M-F, 8am to 5pm CT

This is a hybrid schedule with 3 days onsite.

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.

(* 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

Job qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum two years of experience in a corporate helpdesk environment.
• Expert knowledge of MS Word, including formatting documents, understanding the Styles function, and utilizing macros is required.
• A+, MS Word, Excel, PowerPoint, and/or Outlook certifications desired.
• Ability to work in a fast-paced team environment.
• Attention to detail with emphasis on accuracy and quality.
• Ability to prioritize work to balance multiple projects and deadlines.
• Excellent verbal and written communication skills.
• Exceptional customer service skills. Supervision
• Number and title(s) of direct reports (if any): None
• Received: IT Service Desk Supervisor Job relationships
• Internal: This position works closely with other Help Desk Associates and WL on-site employees
• External: Client software users

Additional Information

The rate of pay for this role at the noted RRD location is $23.00 / 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.

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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