IT Support Administrator

IT Support Administrator

MarshBerry is growing! We are seeking an IT Support Administrator to join our team. We have a people first, fast paced, collaborative culture with plenty of opportunity for growth. MarshBerry has been successful in achieving growth objectives because the trust our clients place in our talented team of professionals, and all MarshBerry colleagues play a critical role in directly or indirectly cultivating those trusted relationships. MarshBerry provides an environment where employees can learn, improve and realize their career goals. We offer competitive benefits, hybrid work schedules, new challenges, and learning experiences.

Position Summary

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.

Responsibilities

• User Support: 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.
• Ticket Management: 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.
• Hardware and Software Setup: 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.
• User Training and Documentation: 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.
• System Maintenance: 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.
• IT Security: 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.
• Collaboration and Communication: 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.
• Continuous Improvement: 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.

Selection Criteria

Education & Experience: 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.

Other: 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.

Working at MarshBerry

Who We Are: MarshBerry practices The Collaborative Way which encourages employees to adhere to these five principles: listening generously, speaking straight, being for each other, acknowledgement & appreciation, and honoring commitments. We are committed to fostering an environment of Diversity, Equity, and Inclusion. We strive to educate our current and potential employees in these areas, while continuing to promote a welcoming and inclusive environment for all.

What We Do: MarshBerry provides consulting services in the financial services industry primarily to independent insurance agents, brokers and carriers, as well as wealth and retirement plan advisors. Our services include but are not limited to financial, operational, sales management, merger and acquisition advisory, peer-to-peer exchange and information services. We are recognized in the financial services industry for providing innovative and customized solutions to our clients, with whom we build trusted advisor relationships.

At MarshBerry, our mission is to help our clients learn, improve and realize their value. Our clients credit us for providing the vision, tools, and discipline to help them reach their strategic goals. It's one thing to be recognized as experts in our field, it is another to be noteworthy based on the sentiment and feedback of our team.

MarshBerry has been recently awarded the following: Crain's Best Employers in Ohio The Nation's Best and Brightest in Wellness North Coast 99 Top Work Places – The Plain Dealer Weatherhead 100 West Michigan's Best and Brightest Companies to Work for