RR Donnelley is hiring: IT Support Engineer in Columbus

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Company Description

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.

Job Description

Position Summary

Provides support across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests related to the endpoint fleet of equipment. Communicates effectively about a broad range of technologies and explains solutions in technical and non-technical terms. Also provides support for IT infrastructure to support effective and efficient technology used at the supported site(s) (e.g., electrical power, HVAC, LAN, servers, etc.). We expect first class customer service ensuring that all customers are treated efficiently and in an appropriate manner. Responsibilities will span multiple facilities based in the area as needed for support; the role requires the ability to travel.

Responsibilities

• Handles routine problems without assistance.
• Provides remote support to other facilities across the Management Territory as part of daily duties.
• Acts as a mentor to peers through knowledge sharing and guidance on assignments.
• Builds, installs, and maintains endpoints (PCs & MAC) in accordance with IT standards.
• Maintains and resolves issues related to installed endpoints (Windows & MAC) with routine maintenance as assigned.
• Prioritizes problems based on severity, urgency, and business impact; tracks all incidents until resolution; may escalate to higher-level support if required.
• Partners with enterprise support teams and outside vendors to resolve problems.
• Works with Microsoft Active Directory; SCCM a plus.
• Manages local LAN architecture and components in compliance with enterprise standards.
• Coordinates through change management to move, install, upgrade, remove and configure site IT assets and supporting infrastructure.
• Supports wireless networks, servers, network and peripheral devices related to desktop infrastructure per department standards.
• Maintains a high level of customer service and professionalism in all interactions.
• Takes ownership of issues, performs problem analysis to restore service promptly, and escalates when necessary.
• Identifies potential changes and system improvements to present to management.
• Ensures work is carried out within service levels and corporate policies.
• Logs and maintains all interactions (incidents, change tickets, etc.) in the ITSM toolset.
• Maintains asset records throughout the lifecycle of end-points and conducts routine audits for compliance with policies and regulations.

Qualifications

• Bachelor's degree in a related discipline or 3-5 years of relevant experience, or equivalent combination of education and experience.
• Ability to solve moderately complex problems by analyzing variables and applying experience-based solutions.
• Compliance with EHS procedures and PPE requirements in facilities.
• Ability to lift up to 25 pounds occasionally.
• Knowledge of endpoint software and OS (Windows, macOS), Microsoft Office, and Google Suite; a plus.
• Ability to recognize anomalies and respond appropriately; strong communication skills with both technical and non-technical colleagues.
• Willingness to learn specialized software as needed and maintain proficiency in primary tools used for daily tasks.
• Strong customer service orientation and clear written communication.

Additional Information

RRD's current salary range for this role is $55,100 to $82,700 per year. The salary range may vary by geographic location and may change in the future. Total compensation may include bonuses or incentives. RRD offers benefits including medical, dental, vision, PTO, 401(k) with company match, life insurance, and other voluntary coverages plus parental leave, adoption assistance, tuition assistance, and employee discounts. All offers are contingent upon pre-employment background and drug screen checks. RRD is an Equal Opportunity Employer, including disability and veterans.

RRD participates in a variety of programs and initiatives. Referrals increase your chances of interviewing at RR Donnelley.

Location: Columbus, OH

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