Service Desk Support Technician

Information Technology Malvern, Pennsylvania

About The Institutes

A not-for-profit organization located in beautiful Malvern, PA, The Institutes has 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 2022, The Institutes was named a Top Workplace by for the seventh 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.


Service Desk Support Technician

The Institutes are the leader in delivering professional development solutions for risk management and property-casualty insurance professionals throughout their careers. We are committed to providing customer-first and innovative solutions for the industry.  Our Information Technology department provides a significant catalog of services including IT strategic planning, application design/planning/development/support, network and systems infrastructure support services, and desktop computing support services.  We are looking for a Service Desk Technician with strong technical knowledge to support multiple business units and locations across the enterprise. We are looking for someone who is forward-thinking, team-oriented and possesses excellent time management skills. In this role, you will be responsible for hardware, software, and technical support as well as the implementation and rollout of updates and new solutions. If you are confident that you will be a good fit for our team, we would love to meet you!


This Position is Onsite 5 Days a Week in our Malvern, PA Office.


Essential Responsibilities:

  • Perform first and second-level support/troubleshooting for all issues received via phone, email, and the ServiceDesk system. Support includes but is not limited to, updating active directory accounts, adding printers, resetting passwords, hardware, and software troubleshooting, and escalation to vendors when required.
  • Actively manage ServiceDesk ticket queue using department predefined strategy, by ensuring all tickets are properly categorized, prioritized, updated, and resolved in a timely manner. Follow up with stakeholders on a daily basis with all open issues until resolved. Notify requesters and escalate when necessary.
  • Create accounts and troubleshoot issues with Sophos VPN, and McAfee EPO Disk Encryption.
  • Manage internal Service Desk documentation, outlining steps and solutions used to troubleshoot common problems.
  • Publish and maintain a library of self-help solutions to common problems for the user population and promote user access to the ServiceDesk software solutions area.
  • Explain problem resolutions to employees and customers.
  • Maintain and administer Mitel VoIP phone system.
  • Building and imaging new laptops with SCCM and setting up work environments.
  • Manage and maintain equipment inventory records to include Laptops, phones, monitors, printers, and other peripherals. Undertake and assist with all IT equipment moves
  • Assist with the coordination and setup of all conference room booking requests that require AV support
  • Be able to support multiple business locations, either remotely or in-person as needed.
  • Lead hardware/software projects for the IT team.
  • Participate in monthly Server Maintenance patching.
  • Help to administer and learn new Enterprise Applications (Salesforce etc.)

Education and Experience:

  • Minimum of 4 years of IT experience and/or equivalent education (Bachelor’s degree, and/or IT certifications)
  • Working knowledge of O365, Windows 10, Active Directory
  • Application management with software as a service
  • Disk Encryption and VPN software a must
  • SCCM a plus


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! 

 This Position is Onsite 5 Days a Week in our Malvern, PA Office.