Position Summary Provides support and works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests related to our endpoint fleet of equipment.  Communicates effectively about a broad range of technologies and explains solutions in technical and nontechnical terms.  We expect first class customer service ensuring that all customers are treated efficiently and in an appropriate manner.  Responsibilities may span over multiple facilities based in the area as needed for support could require the ability to travel. Responsibilities Handles routine and less complicated problems without assistance.Learning and applying basic knowledge of IT systems and operational processes/policies.Developing knowledge of RRD policies, processes, systems and business lines.Generally considered entry level, based on a developing knowledge of IT systems, technologies or RRD operational norms.Build, install and maintain endpoints (PCs & MAC) in accordance with IT standards.Maintain and problem-solve issues related to installed endpoints Windows & MAC, with routine maintenance as assigned.Partners and collaborates with enterprise support teams and outside vendors to resolve problems or issues.Responsible for the direct provision of desk-side support as necessary.   Helps to manage local LAN architecture and components in compliance with enterprise standards.Assists with support of wireless networks, servers, network and peripheral devices related to desktop infrastructure, in accordance with department standards.Maintains a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.Take ownership of issues by carrying out problem analysis to implement appropriate solution, with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.Identify potential changes and system improvements to present to management consideration and implementation.Ensure that work is carried out within agreed service levels and in accordance with department guidelines and corporate policies.Ensure all interactions (incidents, change tickets, etc) are logged/maintained within RRD ITSM toolset.Maintains and takes ownership of asset record inventory throughout the life-cycle of end-points.Performs other related duties and participates in special projects as assigned.
   
