IT Support Administrator

Marsh Berry 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. Marsh Berry has been successful in achieving growth objectives because the trust our clients place in our talented team of professionals, and all Marsh Berry colleagues play a critical role in directly or indirectly cultivating those trusted relationships.

Marsh Berry 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.

The IT Support Administrator will serve as the first point of contact for Marsh Berry’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.

• 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 Help Desk 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 elevate 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 effective relationships with potential internal/external clients, partners and stakeholders that can directly or indirectly lead to revenue generation for all Marsh Berry services.
• Special projects and tasks as assigned.

Education & Experience

• Minimum High School Diploma
• 1-3 years experience in a Help Desk or technical support role, preferably in a corporate environment.
• Intermediate knowledge of Windows operating systems and Microsoft Office Suite of applications.
• Familiarity with Help Desk ticketing systems (e.g., Jitbit, Service Now, 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…