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Helpdesk Representative I

Apply Job ID 23492 Date posted Nov. 02, 2022 Location Sussex, Wisconsin Full Time / Part Time Part time (PT)


Careers across Quad are defined by a rich legacy of passionate people driven by innovation and motivated to find a better way. Here, you'll discover roles that provide the chance to help transform our business while overseeing our vast technology infrastructure. We leverage technology to help our clients and employees succeed, while providing firsthand service and support. Our values have guided us from day one, creating an intense pride in knowing that every day is an opportunity to thrill our clients, side-by-side with the larger community we all call Quad.

Provide first level IT support for end users and customers.


  • Follow established Helpdesk SOP’s (Standard Operating Procedures).
  • Provide frontline technical support for Software, PC, Network and Telephone operations via the telephone, email or ticketing system.
  • Monitor Helpdesk queue for incidents and process first-in, first-out based on priority.
  • Work to restore service, resolve issues, or escalate them to a higher level of support as needed, resulting in an appropriate solution.  
  • Research questions using available information resources e.g., knowledgebase, teamsites, internet, etc.
  • Using diagnostic techniques, troubleshoot and resolve hardware and software problems, or escalate them for resolution via call tracking software. 
  • Keep customers informed of their issue and progress.
  • Stays current with system information, changes, and updates.
  • Stays current with proprietary software developed in-house at Quad/Graphics (Smartools).

Appropriate education and/or experience may be substituted on an equivalent basis

Education: Bachelor or Associate degree in IT or equivalent experience.

Knowledge, Skills & Abilities:

  • Strong knowledge of Windows current Operating systems and associated tools and utilities
  • Understanding of Active Directory
  • Working knowledge of MS Office toolset
  • Possesses highly developed troubleshooting and logical problem solving skills 
  • Possesses ability to multitask at a high level.  
  • Provides consistent, professional, courteous and high quality customer service on a daily basis.
  • Ability to work in a fast paced environment.
  • Remains calm under pressure and handles stress positively.
  • Strong writing skills
  • Strong verbal and interpersonal communication skills
  • Pays attention to detail.
  • Ability to speak Polish, and/or Spanish is a plus.

Additional Company Information:

We offer excellent benefits to eligible employees, including 401(k), holidays, vacations and more.

Quad is proud to be an equal opportunity employer and values diversity. We are committed to creating a place of belonging — a space where employees do not need to sacrifice who they are to exist and grow in our workplace. Quad does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or any other basis prohibited by applicable federal, state, or local laws.  Quad also prohibits harassment of applicants and employees based on any of these protected categories.

Drug Free Workplace


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