IT Support Administrator
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.
Cultivate and Maintain Relationships
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.