Associate IT Support Specialist

RR Donnelley•Kansas City, MO

2d•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

A+, MS Word, Excel, PowerPoint, and/or Outlook certifications desired.

Responsibilities

Provide phone support to end-users for common office software applications.
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.