IT Service Desk & Security Support Technician

About The Institutes
Located in beautiful Malvern, Pennsylvania, The Institutes® are a not-for-profit comprised of diverse affiliates that educate, elevate, and connect people in the essential disciplines of risk management and insurance. Through products and services offered by our nearly 20 affiliated business units, people and organizations are empowered to help those in need with a focus on understanding, predicting, and preventing losses to create a more resilient world.

Additionally, we understand the importance of work-life balance—in 2025 Philly.com named us a Top Workplace for the tenth year and USA Today named us a USA Top Workplace for the third year. We provide excellent benefits and a friendly, team-focused work environment to drive employee engagement.

IT Service Desk & Security Support Technician
The IT Service Desk & Security Support Technician is responsible for providing first- and second-level technical support while assisting with day-to-day cybersecurity operations. This role supports end users by resolving technology issues, managing user accounts and devices, coordinating with technology vendors, and helping maintain a secure computing environment.

We are looking for a technically curious individual who enjoys solving problems, delivers exceptional customer service, and has an interest in growing their cybersecurity knowledge. As an AI-forward organization, we expect team members to leverage AI tools such as Microsoft Copilot, ChatGPT, and similar technologies to improve productivity, accelerate troubleshooting, enhance documentation, and continuously improve the user support experience.

What You’ll Do:

Service Desk & End-User Support

• Provide Tier 1 and Tier 2 support for Windows devices, Microsoft 365, hardware, software, printers, mobile devices, and enterprise applications.
• Troubleshoot technical issues for onsite and remote employees while delivering excellent customer service.
• Manage, prioritize, document, and resolve service requests through the IT service management platform.
• Create, modify, and disable user accounts within Active Directory, Entra ID, Microsoft 365, and other enterprise systems.
• Support employee onboarding and offboarding, including device configuration, software installation, and account provisioning.
• Maintain endpoint inventory and assist with device deployment, replacement, and lifecycle management.
• Escalate complex technical issues to senior IT staff when appropriate.

Security Support

• Monitor and triage basic security alerts using Microsoft Defender and other security tools, escalating incidents as needed.
• Assist with endpoint patching, security updates, and endpoint protection activities.
• Support user access reviews, password resets, multi-factor authentication, and identity management processes.
• Assist with cybersecurity awareness initiatives and maintain security documentation.
• Follow established security procedures while helping maintain compliance with organizational security standards.

Vendor Coordination

• Coordinate with third-party technology vendors to resolve support issues, manage service requests, assist with onboarding activities, maintain vendor documentation, and help ensure vendor services meet organizational expectations.
• Support vendor security and compliance activities by coordinating access reviews, validating vendor access, assisting with security questionnaires and audits, and leveraging AI tools to organize documentation, summarize findings, and improve vendor management processes.

AI-Enabled Productivity & Continuous Improvement

• Leverage AI tools such as Microsoft Copilot, ChatGPT, and similar technologies to improve troubleshooting, documentation, research, communication, and knowledge sharing while validating all AI-generated recommendations for accuracy.
• Create and maintain knowledge base articles, identify recurring support issues, recommend process improvements, and contribute ideas that improve efficiency and enhance the overall employee support experience.

What We’re Looking For:

• Associate's degree in Information Technology, Computer Science, Cybersecurity, or a related field, or an equivalent combination of education and experience
• 3 years of experience in an IT Service Desk, Desktop Support, or Technical Support role with interest in security.
• Experience supporting Microsoft 365, Active Directory/Entra ID, Windows endpoints, and remote support environments. Familiar with cloud environments a plus.
• Familiarity with ITSM/ticketing platforms and standard incident, request, and access management processes.
• Working knowledge of cybersecurity concepts, endpoint protection, MFA, access controls, and security monitoring tools such as Microsoft Defender.
• Familiarity with the NIST Cybersecurity Framework and security best practices is a plus.
• Experience with endpoint deployment, device imaging, hardware troubleshooting, and user onboarding/offboarding activities.
• Exposure to automation and scripting tools such as PowerShell, Power Automate, or similar workflow technologies.
• Strong written and verbal communication skills with the ability to support technical and non-technical users effectively.
• Onsite five days a week is required, given the hands-on nature of endpoint deployment, hardware lifecycle work, and in-person user support that cannot be performed remotely. Extended hours may be required to support meetings and events.

Required Competencies

• AI-Forward Mindset: Demonstrated ability and enthusiasm to use AI tools to improve productivity, troubleshoot technical issues, generate documentation, summarize information, and continuously improve daily work while exercising sound judgment and validating AI-generated output.
• Strong customer service skills with the ability to communicate effectively with both technical and non-technical users.
• Strong troubleshooting skills across Windows operating systems, Microsoft 365, hardware, software, networking, and endpoint devices.
• Experience supporting Active Directory/Entra ID, user account administration, and endpoint lifecycle management.
• Working knowledge of cybersecurity fundamentals including endpoint protection, MFA, phishing awareness, identity management, and access controls. 
• Ability to manage multiple priorities while maintaining attention to detail and a customer-focused mindset.
• Strong organizational, documentation, collaboration, and problem-solving skills.
• Demonstrated commitment to continuous learning and adopting new technologies.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail and security best practices.
• Strive to reflect our five cultural values in all efforts: Put the Customer First, Do What You Say, Work Together, Be Innovative and Do the Right Thing.

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!