New

Care Center Senior Specialist - Remote

Donnelley Financial, LLC
United States, Maryland, Rockville
11200 Rockville Pike (Show on map)
Jun 18, 2025
Description: Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day.Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction. Recognized by Newsweek as one of AMERICA'S MOST LOVED WORKPLACES for three consecutive years and a Built In Best Places to Work for six years, we are committed to our employees' total wellbeing. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here. Summary: Donnelley Financial Solutions is announcing an opening for a Care Center Senior Specialist in the IT Support Services team -- the division of IT that manages all internal support and end-user requests for technical assistance & information. The Care Center Senior Specialist 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. Availability requirements: * Position is remote, based in the Lancaster, PA area. * Limited commute to our Steel Way facility required on occasion. * 2nd Shift - Sunday-Thursday 1pm-10pmCT/2pm-11pmET Responsibilities: * Provide level 1 and limited level 2 support for users via phone, web, email, and live chat. * Support remote users using desktop management tools. * Troubleshoot & resolve problems with end-user equipment & software. * Support the latest Windows/Mac operating systems. * 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. Qualifications: The ideal candidate has 2+ 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 10/11) and Mac OS. * Strong proficiency in Microsoft O365 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. * Administering office telephony equipment and services. Preferred Skills: * Experience with Dell & Apple hardware. * Experience with remote management solutions: InTune, BeyondTrust, Computrace, etc. * Intermediate to advanced understanding of Active Directory, TCP/IP, DHCP, and DNS. * MTA, MCSA, MCSE, CCNA, or A+ certifications. * Understanding of LAN/WAN & networking protocols. * 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. * 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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