IT Support Administrator

MarshBerry•Beachwood, OH

2d•Hybrid

About The Position

The IT Support Administrator will serve as the first point of contact for MarshBerry’s IT support. The IT Support Administrator’s primary responsibilities will include providing technical assistance and support to internal users, ensuring prompt resolution of IT-related issues, and maintaining high levels of user satisfaction while maintaining the efficiency of our IT systems and supporting the daily operations of the business. This is a hybrid position based out of our Woodmere, OH office. The individual will work onsite Monday through Thursday with the option to work remotely on Friday's.

Requirements

Minimum High School Diploma
1-3 years experience in a HelpDesk or technical support role, preferably in a corporate environment.
Intermediate knowledge of Windows operating systems and Microsoft Office Suite of applications.
Familiarity with HelpDesk ticketing systems (e.g., Jitbit, ServiceNow, Zendesk), IT service management tools, and remote management support tools.
Excellent troubleshooting and problem-solving skills, with a customer-centric approach to service delivery.
Effective verbal and written communication skills with the ability to convey technical information to non-technical users.
Ability to work independently with minimal supervision, as well as collaboratively in a team environment.
Ability to prioritize tasks and projects in a fast-paced environment.

Responsibilities

Provide timely technical assistance and support to employees experiencing hardware, software, or network-related problems. Troubleshoot and resolve issues via phone, email, or in person, ensuring minimal disruption to workflow.
Monitor the HelpDesk ticketing system, ensuring all requests are logged, prioritized, and resolved within established time periods. Maintain accurate records of user inquiries, actions taken, and resolutions achieved.
Assist with the setup, installation, and configuration of laptops, printers, and other peripheral devices. Install and update software applications, ensuring compatibility and compliance with organizational standards.
Provide basic training to users on IT systems, software applications, and best practices. Develop and maintain user documentation, knowledge base articles, and troubleshooting guides to facilitate self-service support.
Perform routine maintenance tasks such as system updates, patches, and backups to ensure the stability and security of IT infrastructure. Monitor system performance and proactively identify and resolve potential issues.
Implement and enforce IT security policies and procedures to protect against unauthorized access, data breaches, and malware. Educate users on cybersecurity best practices and assist with periodic security audits and compliance assessments as directed.
Collaborate with other IT team members to escalate and resolve complex issues. Communicate effectively with users to provide status updates, gather additional information, and ensure clear understanding of resolutions.
Identify opportunities for process improvement and automation to enhance the efficiency and effectiveness of IT support services. Stay current with industry trends, technologies, and best practices to maintain a high level of expertise.
Cultivate and maintain effective relationships with potential internal/external clients, partners and stakeholders that can directly or indirectly lead to revenue generation for all MarshBerry services.
Special projects and tasks as assigned.