Care Center Analyst - Remote at DFIN

| Chicago | Remote
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Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter. 

Summary:

Donnelley Financial Solutions is announcing an opening for a Tech Care Center Analyst in the IT Support Services team based in our Downers Grove office. The IT Support Services team is the division of Workplace Services that manages all technical support and end-user requests for assistance.

Tech Care Center Analysts are the “front line” of IT support, servicing DFIN employees and partners. Focused on excellent customer service, this role handles requests and incidents with end-user systems, peripherals, and mobile devices.
 
This position requires weekend and evening hours.

Responsibilities:
  • Provide level 1 and level 2 support for users via phone, email, and ticketing system.
  • Support remote users using remote desktop management tools.
  • Troubleshoot & resolve problems with end-user equipment & software.
  • Support the latest Windows/Mac operating systems.
  • Diagnose and resolve complex end-user support issues.
  • Escalate issues to appropriate teams within IT as needed.
  • User account provisioning and maintenance.
  • Supervise the user onboarding service including provisioning of hardware and access for users prior to their start date.
  • Work incoming help tickets from multiple channels – web, email, & phone.
  • Create and maintain documentation as it relates to end-user systems, support, and processes.
  • Perform other related duties and participates in special projects as needed.
     
Qualifications:

The ideal candidate has 3+ years of experience with mid to large-sized companies (500+ associates) and has demonstrated skills in:

  • Working tickets & user requests from start to finish with a high level of customer service & communication.
  • Strong technical background in both PC (Win 10) and Mac (OS 10.10.x through current).
  • Strong proficiency in Microsoft Office 365 Suite (Office, Outlook, Visio, Project).
  • Proficiency in CRM systems such as Zendesk, ServiceNow, etc.
  • Experience with various hardware including: PCs, Macs, printers, peripherals, smartphones, and A/V equipment.
  • Administering user and computer accounts within Active Directory.
  • Experience using and troubleshooting VPN for remote connectivity.
  • Solid understanding of varying IT software and hardware platforms.
  • Experience with remote management solutions: BOMGAR, Systems Center Configuration Manager (SCCM), Altiris, Tanium, etc.
  • Administering office telephony equipment and services.
  • Intermediate to advanced understanding of Active Directory, TCP/IP, DHCP, and DNS.

 
Additional preferred skills:
 

  • Experience with Dell & Apple hardware.
  • MTA, MCSA, MCSE, CCNA, or A+ certifications.
  • Understanding of LAN/WAN & networking protocols.

 
 
General skills:
 

  • Passionate about customer service and user experience.
  • Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities.
  • Excellent oral and written communication skills.
  • Occasional overnight travel to other Donnelley Financial Services offices may be required.
  • Familiarity with the financial services industry is desirable but not required.

It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status. 

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable accommodation by sending an email to [email protected] #BI-Remote

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Technology we use

  • Engineering
  • Product
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Location

Located in the heart of downtown Chicago’s financial district, we are steps from all Metra stations, good eats and entertainment.

An Insider's view of DFIN

What projects are you most excited about?

In transforming and improving FinTech products, excitement comes from the challenge of knowing that the problems are complex, yet the solutions must be easy to use. When we start a new project, I can't wait to sink my teeth into understanding the problem space, talking to users, designing the solution, and seeing it through to release.

Dan

Principal Product Designer

What makes someone successful on your team?

Active and honest listening – Contrary to the stereotypical, extroverted sales rep, some of my most effective and insightful client interactions are when I do the least amount of talking, and the most active listening. Client insight is exponentially easier to excavate when you stop “pitching” – and start listening.

Carey

Senior Sales Representative

What is your vision for the company?

Our business plan reflects the change in products DFIN is selling today versus what we sell in five years. DFIN today is a company that offers a lot of professional services that we added software to, but the goal is to become a SaaS company that has services to support it.

Stephen

SVP, Global Head of Engineering

What does your typical day look like?

The role of a software engineer is really about creating computational systems and ensuring they behave as designed. My day-to-day is focused mostly on writing code that provides new functionality within our products that we see a need for in the market—and providing quality control to be certain it works properly.

Herve

Senior Software Engineer

What are DFIN Perks + Benefits

DFIN Benefits Overview

The world continues to change in ways we never expected, but there is one constant: your safety and well-being is a top priority, and DFIN has you covered with our benefits.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
We value a work / life balance at DFIN.
Remote Work Program
We have partial and fully remote opportunities at DFIN.
Family Medical Leave
Family Medical Leave granted under the Family and Medical Leave Act (FMLA).
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Employee parking available
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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