Support Technician I

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $55k - $65k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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Penn Mutual

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1847

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 generations grow stronger by instilling the confidence and reliability that comes from a secure financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive and robust solutions 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.

📋 Description

• Serve as the first point of contact for technical support requests • Respond to incidents and service requests according to established service levels • Provide in-person, remote, and phone-based support • Troubleshoot hardware, software, operating system, printer, and peripheral issues • Assist with account access, password resets, and Microsoft 365 issues • Document troubleshooting activities and resolutions in the ticketing system • Escalate unresolved or complex issues to higher-tier support teams • Follow support procedures, standards, and documentation requirements • Contribute to knowledge base articles and support documentation • Participate in on-call support activities when required • Deliver professional customer service to associates • Collaborate with support teams, engineers, and vendors to resolve issues • Identify recurring problems and communicate trends to leadership

🎯 Requirements

• Associate degree in Information Technology, Computer Science, or related field preferred • Equivalent combination of education and experience considered • 0–2 years of IT support, help desk, desktop support, or customer service experience • 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 • 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