The Institutes Careers

About The Institutes 

A not-for-profit organization located in beautiful Malvern, PA, The Institutes have been the leading provider of risk management and property-casualty insurance education for more than 100 years. By living our values—Put the Customer First, Do What You Say, Work Together, Be Innovative and Do the Right Thing— our talented team delivers innovative solutions that best empower risk and insurance professionals to help those in need. In 2023, The Institutes was named a Top Workplace by Philly.com for the eighth time. We understand the importance of work-life balance and provide excellent benefits and a friendly and team-focused work environment to drive employee engagement.  

Sr. Service Desk Support Technician

The Senior Service Desk Support Technician will work with employees and customers across multiple business areas to ensure operational excellence. They help drive the course of action for service desk related issues for the IT Department. This person will be responsible for triaging and maintaining an open line of communication with the employees regarding ticket status This team member must have excellent customer service skills and be able to work with our team to meet our objectives of exemplary customer support.

What You’ll Do:

• Perform first level support and troubleshooting for all issues. Act as a escalation point for more complex issues and perform root cause analysis.
• Actively manage ticket queue using department predefined strategy, by ensuring all tickets are properly categorized, prioritized. Follow up with stakeholders on a daily basis with all open issues until resolved.
• Create accounts and troubleshoot issues with Sophos VPN, and McAfee EPO Disk Encryption.
• Publish and maintain a library of self-help solutions to common problems for user population and promote user access to the ServiceDesk software solutions area. Ensure documentation is up to date as technologies evolve.
• Explain problem resolutions to employees and customers.
• Provide administrative support to enterprise applications and learn new software as applicable.
• Provide in person and remote assistance for onboarding. Set up work environments in office buildings.
• Assist with the coordination and setup of all conference room booking request that require AV support.
• Undertake and assist with all IT equipment moves.
• Mentor and train Jr. Service Desk Technicians as applicable

Other Responsibilities

• Outstanding attendance required.
• Scheduled hours 8:00 am to 3:45 pm.
• May need to work extended hours to cover shifts, or work on important issues as needed.
• Work well with others in an environment requiring teamwork, quick problem resolution and shifting priorities.
• Performs other duties as assigned.

Required Competencies

• Understanding of our business.
• Initiative
• Effective time management
• Good oral and written communication skills
• Excellent customer service skills.
• Recordkeeping and records management
• Work independently
• Good technical, computer, and problem-solving skills
• Must be able to multitask and work in a fast-paced environment.

What We’re Looking For:

• Bachelor’s degree in computer science or related field/equivalent experience. 
• Minimum 5 years of experience in IT support roles.
• Able to troubleshoot complex technical issues.
• Proficiency in Windows and MAC
• Knowledge of network and server technologies.

Ability to be on-site 5 days a week is a must.

The Best Part? The Benefits!

To enforce the importance of work-life balance, employees enjoy excellent benefits, including:

• 401(k) plan with company contribution up to 16%
• Generous time off package that includes paid vacation, personal, sick and holidays
• Paid maternity and parental leave
• Tuition reimbursement
• Medical, dental, vision and prescription coverage
• On our Malvern campus:  Free lunch every day when working on campus, onsite fitness center, and a beautiful 1.25 mile walking path