Support Technician I
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AI Summary
Job Description:
The Support Technician I is an entry-level technical support professional responsible for providing first-line support to associates and end users. This role assists with endpoint deployment, hardware and software support, ticket fulfillment, and technical troubleshooting. The Support Technician I serves as the initial point of contact for technology-related requests and works closely with other IT teams to ensure timely resolution of incidents and service requests.
Essential Responsibilities
End User Support
Serve as a first point of contact for technical support requests.
Respond to incidents and service requests in accordance with established service levels.
Provide in-person, remote, and phone-based support to associates.
Troubleshoot basic hardware, software, operating system, printer, and peripheral issues.
Assist users with account access, password resets, and Microsoft 365-related issues.
Document all troubleshooting activities and resolutions within the ticketing system.
Operational Support
Escalate unresolved or complex issues to higher-tier support teams.
Follow established support procedures, standards, and documentation requirements.
Contribute to knowledge base articles and support documentation.
Participate in on-call support activities when required.
Customer Service & Collaboration
Deliver exceptional customer service while maintaining professionalism.
Communicate effectively with associates of varying technical proficiency levels.
Collaborate with support teams, engineers, and vendors to resolve issues.
Identify recurring problems and communicate trends to leadership.
Qualifications
Education
Associate degree in Information Technology, Computer Science, or related field preferred.
Equivalent combination of education and experience considered.
Experience
0-2 years of IT support, help desk, desktop support, or customer service experience.
Technical Skills
Basic knowledge of Windows 11, Microsoft 365, Active Directory / Entra ID, desktops, laptops, printers, peripherals, and mobile devices.
Basic familiarity with ticket management systems and standard IT support procedures.
Ability to learn new technologies, applications, processes, and support procedures quickly.
Core Competencies
Customer Service
Communication
Attention to Detail
Problem Solving
Teamwork
Time Management
Learning Agility
Accountability
Physical & Work Requirements
Ability to lift and transport computer equipment up to 40 pounds.
Ability to work in an office environment.
Occasional after-hours support may be required.
Base Salary Range - $55,000 - $65,000
For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.
Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.
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