IT Support Associate I (Work on Site in Madsion, WI Office)

MERIT CRO, Inc.•Madison, WI

41d•Onsite

About The Position

MERIT is seeking a full-time employee who can work in our Madison, WI location to provide technical assistance and support to end-users. Diagnose and resolve technical hardware and software issues, and help ensure all IT systems are running smoothly. Utilizes computer equipment, software, and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair, and computer operations assignments. Updates supervisor on status of projects and technical issues.

Requirements

Experience with Microsoft Office applications
Demonstrate hands-on expertise in Windows 10/11 configuration and customization, as well as installation, configuration, and troubleshooting of desktop software and peripherals such as printers and scanners
Be able to follow processes and procedures accurately, efficiently, and consistently
Be patient, respectful, and empathetic in all interactions with coworkers
Knowledge of network wired and wireless
Able to work on-site at our Madison, WI Office
Able to work evenings
Minimum of 1 year of related experience providing customer service in a technological environment.
Knowledge of a variety of hardware, software, programming languages, and operation systems.
Basic knowledge of network protocols and some experience with computer applications and operating systems.
May be tested on appropriate computer skills as required.
Strong interpersonal and organizational skills
Excellent attention to detail
Ability to follow direction
Assess Company needs and work independently.
Computer skills to include proficiency in Microsoft Office software and ability to learn company-specific software.
Must be able to project a professional attitude and image appropriate for the work environment.
Demonstrate excellent critical thinking and problem-solving skills
Be patient, respectful, and empathetic in all interactions with coworkers.
Ability to participate and contribute as a team member.
Oral and written communication is clear, concise, and effective.

Nice To Haves

Associates degree in IT related field or High school graduate or equivalent with data processing training, computer operations training, or experience in a multi-operation system or production control environment preferred.

Responsibilities

Provides technical support to end-users via phone, email, and in person.
Diagnose and troubleshoot hardware and software issues, including desktops, laptops, printers, and mobile devices.
Sets up and configures desktop computers, peripherals, and accounts assigning security level.
Administers user accounts.
Installs and configure software.
Installs, configure, and repairs hardware and peripherals.
Collaborates with IT team members to resolve complex technical issues.
Document technical issues and create knowledge base articles.
Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns.
Assist with IT projects as needed, including software upgrades and network maintenance.
Works with hardware vendors to resolve equipment failures/problems.
Assists in completing IT vendor assessments.
Develops and tests user documentation.
Contributes to unit goals by accomplishing related duties as required.
Comply fully with company policies and Standard Operating Procedures (SOPs).
Other responsibilities may be assigned as required.