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Mid LevelFull-time
Salary Range
$110,500 - $149,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
Shift: M-F, 8am to 5pm CT
This is a hybrid schedule with 3 days onsite. 
The Help Desk Associate is a member of the on-site Williams Lea team delivering exceptional customer service at our client locations. Responsibilities include providing software support, basic troubleshooting, and incident management documentation in a call center environment.
(* denotes an “essential function”)
• Provide phone support to end-users for common office software applications.
• Software applications supported include: MS Word, MS Excel, MS Outlook, LegalKEY, Windows OS, CrowdStrike, BitLocker, SharePoint
• Expert knowledge and ability to troubleshoot MS Word including macros and advanced formatting tools.
• Recommend or perform actions to correct software problems based on knowledge of the application.
• Escalate and document all support calls for which Level 1 resolution is not possible.
• Maintain incident tracking system from the input of issues through the resolutions, including any necessary escalation.
• Assist end-users with remote accessibility issues.
• Provide software support for hand-held devices.
• Communicate effectively with both unskilled and skilled PC users.
• Handle sensitive and/or confidential documents and information.
• Communicate with manager and client on job or deadline issues. 
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About RRDonnelley
RRDonnelley is a global leader in the print and digital media solutions industry, providing comprehensive services that bridge the gap between traditional and modern communication methods. With a heritage rooted in the printing industry, the company has evolved to offer innovative solutions that support businesses across various sectors, including publishing, marketing, and direct mail. Founded through the merger of two prominent printing companies, RRDonnelley has established itself as a trusted partner for organizations seeking reliable and scalable media solutions, leveraging decades of expertise to adapt to the changing landscape of media consumption. The company offers a wide range of products and services, including high-quality print production, digital marketing solutions, and integrated media services designed to enhance customer engagement. Key features of their offerings include advanced print technology, personalized direct mail campaigns, and data-driven analytics to optimize marketing efforts. RRDonnelley caters to a diverse clientele, from large enterprises to small businesses, helping them create impactful campaigns that resonate with their target audiences. Their solutions are particularly valued by organizations that require seamless integration between physical and digital media channels. Notable achievements include RRDonnelley’s consistent innovation in sustainable printing practices and its ability to scale solutions for global clients. The company holds a strong market position as a result of its robust infrastructure, customer-centric approach, and commitment to technological advancement. By combining traditional print expertise with cutting-edge digital capabilities, RRDonnelley delivers a unique value proposition that empowers businesses to achieve their communication goals efficiently and effectively.
