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Title:  Care Center Analyst

Job ID:  2814

Krakow, MA, PL

Category:  Information Technology

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 Tech Care Center Analyst in the IT Support Services team. The IT Support Services team is the division of Workplace Services that manages all technical support and end-user requests for assistance.
Tech Care Center Analysts are 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 requires weekend hours – Tuesday-Saturday, 1st Shift.
This position is remote – occasional travel to our Krakow, Poland location may be required.


● Provide level 1 and level 2 support for users via phone, email, and ticketing system.
● Support remote users using remote 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.
● Work incoming help tickets from multiple channels – web, email, & phone.
● Create and maintain documentation as it relates to end-user systems, support, and processes.
● Perform other related duties and participates in special projects as needed.


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) and Mac (OS 10.10.x through current).
● Strong proficiency in Microsoft Office 365 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: BOMGAR, 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:
● Must be fluent in English language -- both oral and written communication.
● Passionate about customer service and user experience.
● Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities.
● Familiarity with the financial services industry is desirable but not required.

Donnelley Financial Solutions is committed to an inclusive, equitable and accessible workplace and we welcome and encourage applications from people with disabilities. Accommodations are available for candidates taking part in all aspects of the selection process, upon request, by e-mailing:  So that we can quickly respond to your request, be sure the words "Accommodation Request" are included as the subject line of your e-mail.  In your e-mail, include your full name, telephone number, e-mail contact information, the position for which you are interested in applying for and the type of accommodation you are requesting.  We will respond to your request within 2-3 business days.

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