IT Service Desk & Security Support

Responsibilities

• Resolve Tier 1 and Tier 2 technical issues across endpoints, user accounts, and productivity tools using AI copilots and automation as the primary response.
• Manage user lifecycle activities, including provisioning and deprovisioning accounts in Active Directory and Microsoft 365.
• Monitor and triage security alerts via Microsoft Defender and assist with endpoint hardening and patch validation.
• Identify repetitive tasks and develop automation solutions using PowerShell or Power Automate to increase ticket deflection.
• Coordinate with third-party vendors for issue resolution, access management, and service performance tracking.
• Maintain technical documentation, knowledge base articles, and user guides to support self-service capabilities.

Requirements

• Associate's or Bachelor's degree in IT, Computer Science, Cybersecurity, or a related field.
• 3+ years of experience in IT service desk, technical support, or systems support.
• Hands-on experience with AI copilots (e.g., Microsoft Copilot, Claude) and AI-enabled knowledge platforms.
• Proficiency with Microsoft 365, Active Directory/Entra ID, and Windows endpoints.
• Working knowledge of cybersecurity fundamentals, including MFA, access controls, and Microsoft Defender.
• Exposure to automation and scripting tools such as PowerShell or Power Automate.
• Ability to work onsite five days a week in Malvern, PA.

Preferred Qualifications

• Familiarity with the NIST Cybersecurity Framework and security best practices.
• Experience with cloud environments and ITSM/ticketing platforms.
• Proven track record of using automation to eliminate recurring manual work.

Benefits

• 401(k) plan with company contribution up to 16%.
• Generous time off package including paid vacation, personal, sick, and holidays.
• Paid maternity and parental leave.
• Tuition reimbursement.
• Comprehensive medical, dental, vision, and prescription coverage.
• Onsite amenities including free daily lunch, a fitness center, and walking paths.

About the Company

The Institutes® are a not-for-profit organization comprised of diverse affiliates that educate, elevate, and connect people in the essential disciplines of risk management and insurance. Based in Malvern, Pennsylvania, we empower people and organizations to understand, predict, and prevent losses to create a more resilient world.