Associate IT Support Specialist

RR Donnelley; Kansas City (MO); On-site; USD 26,139 - 37,229; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

401(k) with company match

Tuition assistance

Parental leave

Job summary

RR Donnelley in Kansas City is looking for a Help Desk Associate to provide exceptional customer service by delivering software support and troubleshooting. The role requires expert knowledge of MS Word and experience in a corporate helpdesk environment. Additional qualifications include effective communication abilities and attention to detail. The position offers a pay rate of $23.00/hour along with a comprehensive benefits package including medical, dental, and 401(k) plans.

Qualifications

• Minimum two years of experience in a corporate helpdesk environment.
• Ability to work in a fast-paced team environment.
• Attention to detail with emphasis on accuracy and quality.

Responsibilities

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

Skills

Expert knowledge of MS Word

Customer service skills

Troubleshooting software

Effective communication

Education

Bachelor’s degree or equivalent work experience

Tools

MS Word

MS Excel

MS Outlook

Windows OS

SharePoint

Job description

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Job Description

Schedule: Monday - Friday 10:00am - 7:00pm

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.

Job duties
(* 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

• 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.

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.

All employment offers are contingent upon the successful completion of both a pre‑employment background and drug screen.