IT Support Associate I (Work on Site Madison, WI)

SUMMARY:

MERIT CRO, Inc. is a global clinical trial endpoint expert specializing in multiple therapeutic areas. We’re committed to making a difference and are seeking talented people to join our team. Collaboration and customer focus are at the core of everything we do. We value diversity and are interested in people with drive, dedication, and creative problem-solving skills.

MERIT is seeking a full-time employee who can work in office at 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 assessments
• Develops 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 required

QUALIFICATION 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

EDUCATION 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 job

While 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) Retirement
• 8 Paid Holidays
• Dental Insurance
• Paid Long Term Disability Insurance
• Health Insurance
• Paid Life and AD&D Insurance
• Paid Time Off
• Vision Insurance

MERIT CRO, Inc. is an equal opportunity employer, and we are committed to hiring a diverse and talented workforce. It is the employment policy and practice of MERIT CRO, Inc. to recruit and hire qualified employees without discrimination based on race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, citizenship status, age, mental and physical disability, pregnancy, medical condition, genetic information, political affiliation, union membership, status as a parent, marital status, military or veteran status, or other classes protected by applicable law, and to not discriminate concerning compensation and opportunities for advancement, including upgrading, promotion, and transfers. We will provide reasonable accommodation to qualified individuals throughout the application, interviewing, and employment process. If you require reasonable accommodation, please contact us.