IT Service Desk & Security Support

About The Institutes

The Institutes® are a not-for-profit comprised of diverse affiliates located in Malvern, Pennsylvania. We educate, elevate, and connect people in essential disciplines of risk management and insurance. In 2025, we were named a Top Workplace by Philly.com and a USA Top Workplace by USA Today. We offer excellent benefits and a friendly, team-focused work environment to drive employee engagement.

IT Service Desk & Security Support

The IT Service Desk and Security Support role leverages AI to resolve end-user issues, support cybersecurity operations, and automate tasks. Key responsibilities include:

• Resolve Tier 1 and Tier 2 issues across endpoints, user accounts, productivity tools, and enterprise systems using AI copilots, self-service agents, and automation.
• Troubleshoot hardware, software, access, and connectivity issues for onsite and remote users.
• Manage and prioritize ticket queues, ensuring timely resolution.
• Provision, modify, and deprovision user accounts and access in Active Directory, Microsoft 365, and related systems.
• Provide onboarding and offboarding support, including device setup and user enablement.
• Manage hardware lifecycle activities including deployments, refreshes, and recovery.
• Own the day-to-day use, tuning, and measurable performance of AI tools across the service desk, with accountability for deflection rate, resolution time, and user satisfaction.
• Create and maintain knowledge base articles, technical documentation, and user guides.
• Analyze ticket trends and recommend process improvements, including AI-driven or automated solutions to reduce recurring incidents.
• Support continuous improvement of AI-enabled service desk capabilities and knowledge management practices.
• Monitor and triage security alerts from tools such as Microsoft Defender, escalating complex incidents as needed.
• Investigate and resolve low- to moderate-complexity security issues, documenting findings and recommended actions.
• Aid in endpoint hardening, patch validation, and security configuration improvements.
• Support access reviews, including terminated-user audits and privileged access validation.
• Review and route data security alerts, including DLP notifications and access anomalies.
• Assist with vendor coordination, including issue resolution, support escalations, and service requests.
• Create and maintain vendor documentation and track responsiveness and service performance.
• Perform additional duties as assigned to support IT operations and organizational goals.

What We’re Looking For

We seek candidates with an Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent experience. 3+ years of IT service desk, technical support, or systems support experience, including demonstrated use of AI tools and/or automation, is required. Specific experience includes:

• Supporting Microsoft 365, Active Directory/Entra ID, Windows endpoints, and remote support environments.
• Familiarity with cloud environments.
• Experience with ITSM/ticketing platforms and standard incident, request, and access management processes.
• Knowledge of IT service management practices, ticketing systems, prioritization, and SLA-driven support delivery.
• Experience with AI-enabled service desk tools, automation platforms, and scripting technologies such as PowerShell or Power Automate.
• Understanding of cybersecurity fundamentals, including Microsoft Defender, access reviews, endpoint security, and incident response support.
• 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.
• Hands-on experience with AI copilots (e.g., Microsoft Copilot, Claude), virtual agents, or AI-enabled knowledge platforms.
• Strong written and verbal communication skills with the ability to support both onsite and remote users.
• Onsite five days a week is required due to the hands-on nature of endpoint deployment, hardware lifecycle work, and in-person user support.

Required Competencies

To excel in this role, candidates should possess strong technical troubleshooting skills across hardware, software, connectivity, endpoint, and Microsoft 365 environments. They must also have:

• Experience supporting Active Directory/Entra ID, account provisioning, access management, and endpoint lifecycle activities.
• Knowledge of IT service management practices, ticketing systems, prioritization, and SLA-driven support delivery.
• Experience with AI-enabled service desk tools, automation platforms, and scripting technologies such as PowerShell or Power Automate.
• Understanding of cybersecurity fundamentals, including Microsoft Defender, access reviews, endpoint security, and incident response support.
• Ability to analyze recurring issues and recommend process improvements, automation opportunities, and self-service solutions.
• Experience coordinating with third-party vendors, managing support escalations, and maintaining technical documentation.
• Strong customer service, communication, organizational, and problem-solving skills with the ability to support both onsite and remote users.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail and security best practices.
• Demonstrated teamwork, adaptability, professionalism, and commitment to continuous improvement and learning.

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.
• Free lunch every day when working on campus, onsite fitness center, and a beautiful 1.25-mile walking path!