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.

RRD has an immediate opening for a motivated, energetic and communicative IT Support Engineer to work in our Austell, GA facility! 

This is an onsite position based in Austell, GA, that includes providing support to all locations in the Greater Atlanta area and requires periodic travel to the downtown Atlanta site.

Provides support across a broad range of technologies and liaises with multiple areas of the business to provide technical support for our endpoint fleet of equipment.  Communicates effectively about a broad range of technologies and explains solutions in technical and nontechnical terms.  Responsibilities may span over multiple facilities based in the area as needed for support that could require the ability to travel. 

Responsibilities

• Deploy and troubleshooting common issues with Windows and Mac endpoints and peripheral devices
• Diagnosing/troubleshooting issues with enterprise level applications
• Installing/uninstalling/repairing Desktop Applications
• Maintaining asset management databases as applicable as part of endpoint lifecycle including physical inventories
• Ensuring compliance to company programs, policies, procedures and assisting/guiding business users as appropriate
• Collaborate with partner support teams/vendors to deploy, troubleshoot and decommission various technologies (functionality, network/server equipment, video conferencing, etc.)
• Managing support Incidents and Service Requests in ServiceNow
• Prioritizing critical tickets to tickets with less urgency in daily activities while maintaining service levels
• Performs other related duties and participates in special projects as assigned. 

Professional Requirements:

• 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 such as MS Windows OS, MAC OS, Microsoft Office, Google Suite of Applications
• Base knowledge of ServiceNow or other ITSM toolset
• Requires good communication skills, both verbal and written.  Able to communicate effectively with diverse groups of people when completing work assignments.

Desired Requirements:

• Excellent customer service skills and effective communications via in person, phone, chat or email
• Strong teamwork ethic and highly organized with excellent time management skills
• Thought leadership surrounding issues and observations in the environment
• Initiative, autonomy and a strong sense of urgency
• Ability to travel to other locations as needed
• Lifting - Potential lifting up to 25 pounds occasionally to move objects

RRD's current salary range for this role is $48,000 to $70,100 / 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