Care Center Analyst (Weekend & 1st/Early Morning Shift)
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.
Donnelley Financial Solutions is announcing an opening for a Care Center Analyst in the Global Support Services team in our Downers Grove office. The Global Support Services team is the division of IT that manages all support and end-user requests.
The Care Center Analyst is on 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 is 1st shift, early mornings -- Wednesday-Sunday, 5amCT - 1pmCT.
- Provide level 1 and level 2 support for users via phone, email, and ticketing system.
- Support remote users using 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.
- Manage incoming help tickets and assign them appropriately.
- Create and maintain documentation as it relates to end-user systems, support, and processes.
- Assist with maintaining end-user inventory of equipment.
- Performs other related duties and participates in special projects as needed.
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 7/10) and Mac (OS 10.10.x through 10.13.x).
- Strong proficiency in Microsoft Office 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: 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.
- Willingness to work scheduled night/weekend times, and to participate in off-hours on-call schedule.
- 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.
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