RR Donnelley -
Austin,
Texas
7648
DESCRIPTION
Provides day-to-day problem resolution to end-users regarding their PC/MAC hardware and software applications, along with problem resolution for all other IT assets onsite (e.g. LAN, servers, etc.) Also provides support for the design, procurement, installation and configuration of all site IT infrastructure to support effective and efficient technology use at the site (e.g. electrical power, HVAC, LAN, servers, disaster recovery, etc.) Perform asset management functions for all IT assets within the site(s).
Responsibilities
* Leads and/or participates in the design, planning, installation, testing, implementation and support of new hardware and software as well as evaluation and recommendation of current and potential vendors.
* Provides leadership and/or liaison for design efforts within specific business domains, to include best practices, business alignment and requirements for supporting infrastructure.
* Responds to Service Desk referrals of end-user requests for help solving PC hardware, software, peripheral or production equipment related problems or issues.
* Prioritizes problems based on severity, urgency and impact to the business; tracks all outstanding incidents until successful resolution. May hand off extremely complex technical problems to higher-level support or other IT department staff if required.
* Troubleshoots any technical difficulty with PC hardware and software issues, Internet, network applications, configurations and peripheral equipment.
* Works with enterprise support groups and outside vendors to resolve problems or issues.
* Coordinates through the change management process to move, install, upgrade, remove and configure site IT assets and supporting infrastructure.
* Maintains the asset management system (additions/changes/deletions) for accurate tracking of all IT assets within the site(s).
* Identifies and recommends budgetary items based on infrastructure additions/improvements/removals.
* Supports and conducts routine audits of site IT assets and processes to ensure compliance with established company policies and procedures, as well as compliance with Governmental regulations and policies.
* Performs other related duties and participates in special projects as assigned.
REQUIRED SKILLS
The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
5-7 years experience in a Windows, Mac OS support role required. Network, desktop, Active Directory and troubleshooting skills a must. Experience in Unix, Windows 7, change control, and ticket management systems preferred. Certifications, experience with automation tools, and remote access a plus.
Bachelor degree in discipline related to functional work or role with 5-7 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
Able to apply broad work experience and knowledge when analyzing complex problems. Must be able consistently identify critical elements, variables and alternatives to develop solutions. Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions. Able to communicate clearly and courteously with those who need to know of decisions/actions/problems. Able to apply excellent business acumen and collaborative skills when resolving problems.
Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools in completing assignments. Able to apply expertise in all the tools or applications used to complete work assignments. Able to mentor junior level team members in the use of tools and/or systems in the position.
Requires excellent communication skills with ability to state messages in a clear manner by using language that is easy for others to understand. Able to explain programs policies and procedures in language that is understood by others.
Must be able to modify communication style both formal and informal to match the appropriate level of the audience targeted. Requires strong understanding of the impact of a message on the organization or customer. Able to write with the clarity and precision necessary for the work being performed.
Austin, TX
Austin, Texas
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