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

SUMMARY: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.ESSENTIAL DUTIES AND 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 assessmentsDevelops and tests user documentation;Contributes to unit goals by accomplishing related duties as required.Other:Comply fully with company policies and Standard Operating Procedures (SOPs)Other responsibilities may be assigned as requiredQUALIFICATION REQUIREMENTS:Experience with Microsoft Office applicationsDemonstrate 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 scannersBe able to follow processes and procedures accurately, efficiently, and consistentlyBe patient, respectful, and empathetic in all interactions with coworkersKnowledge of network wired and wirelessAble to work on-site at our Madison, WI OfficeAble to work eveningsEDUCATION AND EXPERIENCE:Education: 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.Experience: 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.OTHER SKILLS AND ABILITIES: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.PHYSICAL REQUIREMENTS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobWhile performing the duties of this job, the employee is regularly required to use hands; touch, finger, and grasp, handle or feel, with repetitive motions, and talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to reach with hands and arms, stoop, crouch, kneel and climb. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.The noise level in the work environment is usually quiet to moderate.Benefits Offered:401(k)Dental insuranceDisability insuranceHealth insuranceLife insurancePaid time offVision insurance