RR Donnelley Infrastructure Technician 2 in Breinigsville, Pennsylvania
Infrastructure Technician 2
Provides day-to-day problem resolution to end-users regarding their PC 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).
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).
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.
While performing the duties of this job, the employee is occasionally exposed to fumes, wet and/or humid conditions; moving mechanical parts; and risk of electrical shock. Employees are expected to use PPE (Personal Protective Equipment) and follow appropriate procedures as recommended by EHS when conditions require its use. This may include, but is not limited to, hearing protection, goggles, safety shoes, lockout/tagout etc.
Bachelor degree in discipline related to functional work or role with 3-5 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 demonstrates ability to solve somewhat more complex problems by analyzing variables and applying appropriate solutions learned through experience and proficiency in understanding the job. Must be able to recognize anomalies and critical situations and respond appropriately. Must be able to communicate and interact with a variety of internal/external customers and/or co-workers at level of detail required to resolve issues of moderate complexity.
Able to apply strong functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools in completing assignments. May require knowledge of or ability to quickly learn specialized software to complete work assignments. Able to demonstrate continued expertise in the primary tools or applications used in completing daily work assignments.
Requires very good communication skills with ability to state messages in a clear manner by using language that is easy for others to understand.
Must be able to proactively listen to others to understand issues and situations. Must be able to clearly articulate business needs to both internal and external customers.
Lifting up to 25 pounds occasionally to move objects. While performing the duties of this job, the employee will frequently sit; use hands and fingers repetitively; climb; and talk or hear; stand; reach (extending hands and arms in any direction); bend, twist and walk (moving about to accomplish tasks); and lift (raising objects from a lower to a higher position or moving objects horizontally from position to position).
Breinigsville, Pennsylvania, United States
Employee Referral Bonus eligible