IT Support Engineer (Summer Intern)

RRD is seeking an enthusiastic IT Field Services Intern for Summer in Durham, NC. This onsite position involves providing end-user computing support, configuring and deploying endpoints, and resolving hardware/software issues. Responsibilities include installing and configuring endpoints, participating in Windows 10 to Windows 11 migration, providing end-user support, maintaining asset records in ServiceNow, and troubleshooting technical difficulties with hardware, software, network, and applications.

Must Have

• Provide end user computing support to a decentralized user community
• Collaborate and participate in the configuration, installation and deployment endpoints
• Maintain accurate records of all assets within supported ITSM toolset
• Installation and configuration of endpoints following documented processes
• Participate in migration initiative to upgrade existing endpoint fleet from Windows 10 to Windows 11
• Provide end user support on areas of responsibility following document processes and procedures
• Provide accurate record keeping of all assets in accordance to existing asset management protocol within corporate ITSM toolset (ServiceNow)
• Distribute software and application installs in alignment with software install policies
• Troubleshoot any technical difficulty with hardware and software issues, Internet, network, applications, configurations and peripheral equipment
• Pursuing an Associates or Bachelor degree in a related discipline
• Good working knowledge of Microsoft Windows Operating System (preferably Windows 10 and Windows 11)
• Good working knowledge of Microsoft Office Suite of applications
• Basic knowledge of network infrastructures including switches, hubs and patch cabling
• Excellent communication skills
• Strong analytical and organizational skills
• Ability to multitask between projects
• Attention to accuracy and details
• Ability to work in a geographically dispersed team environment
• Positive attitude and appreciation for strong customer service skills

Good to Have

• Familiarity with Google (Gmail, Docs, Site, Groups)
• Previous experience in troubleshooting software installations

Perks & Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Disability insurance
• 401(k) with match
• Life insurance
• Other voluntary supplemental insurance coverages
• Tuition assistance
• Maternity leave
• Adoption assistance
• Employer/partner discounts

Company Description

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Job Description

RRD is looking for an eager, enthusiastic & dynamic student to join our team in Durham, NC next Summer as an IT Field Services Intern!

*THIS IS AN ONSITE POSITION*

RRD is a global, integrated communications provider enabling organizations to create, manage, deliver and optimize their multichannel marketing and business communications. We serve large, fragmented markets experiencing tremendous changes in the ways in which organizations communicate with their target audiences utilizing both print and digital channels.

We have an extensive customer base across industries in virtually every private and public sector, an unmatched portfolio of capabilities, a proven management team and the financial flexibility allowing investments in innovative technologies and growth opportunities to meet communications challenges.

Job Summary

Provide end user computing support to a decentralized user community. Collaborate and participate in the configuration, installation and deployment endpoints including hardware and software as it relates to current refresh initiatives as well as resolution to issues arising with existing fleet of hardware including windows 10 remediation. Maintain accurate records of all assets within supported ITSM toolset.

Responsibilities:

• Installation and configuration of endpoints following documented processes as it related to existing refresh initiatives.
• Participate in migration initiative to upgrade existing endpoint fleet from Windows 10 to Windows 11 as directed.
• Provide end user support on areas of responsibility following document processes and procedures in adherence to corporate policies.
• Provide accurate record keeping of all assets (additions/changes/deletions) in accordance to existing asset management protocol within corporate ITSM toolset (ServiceNow)
• Distribute software and application installs in alignment with software install policies to ensure proper licensing.
• Troubleshoots any technical difficulty with hardware and software issues, Internet, network, applications, configurations and peripheral equipment as assigned through Corporate ITSM toolset, including timely updating and closing tickets.
• Performs other related duties and participates in special projects as assigned.

Qualifications

• Must be pursuing an Associates, or Bachelor degree from an Accredited University or College in discipline related to functional work described above.
• Familiarity with Google (Gmail, Docs, Site, Groups) is an asset
• Possess a good working knowledge of Microsoft Windows Operating System (preferably Windows 10 and Windows 11), and Microsoft Office Suite of applications
• Basis knowledge of network infrastructures including switches, hubs and patch cabling.
• Requires excellent communication skills with ability to state messages in a clear manner by using language that is easy for others to understand.
• Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools in completing assignments.
• Previous experience in troubleshooting software installations is an asset.
• Possess strong analytical and organizational skills and the ability to multitask between projects including attention to accuracy and details.
• Ability to work in a geographically dispersed team environment with positive attitude and an appreciation for strong customer service skills.

Additional Information

The rate of pay for this role at the noted location is $24.00 / hour. In addition to base pay, depending on the role, the total compensation package may also include overtime, shift differential, call-in, and stand-by pay. RRD offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, maternity leave, adoption assistance, and employer/partner discounts.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans