IT Support

Job Summary
The IT Support Specialist provides frontline technical support for our organization’s systems, ensuring employees can work effectively with minimal disruption. This role is focused on desktop support, troubleshooting, and day-to-day IT operations. While the primary responsibility is help desk service, the position also offers opportunities to contribute to ongoing improvements in our IT stack and agency operations.

Duties and Responsibilities

• Act as the primary point of contact for IT support requests, resolving hardware, software, and network issues promptly and escalating to the IT Administrator when necessary.
• Diagnose and troubleshoot system errors by running diagnostics, documenting issues and resolutions, and prioritizing support based on business impact.
• Provision new users with access to essential platforms including Office 365, Windows 365, LastPass, Zoom, and other business-critical applications.
• Assign licenses and group memberships aligned with job roles and office locations to ensure proper access and compliance.
• Draft and distribute IT communications, including system notifications and policy updates.
• Maintain and update internal documentation covering software installations, RMM configurations, and onboarding/offboarding procedures.
• Collaborate with the IT Administrator to evaluate RMM tools, licensing strategies, workflow improvements, and technology upgrade initiatives.
• Develop familiarity with industry-specific software such as agency management and document management systems.
• Perform routine system maintenance, configuration, updates, backups, and other IT operational tasks across devices and platforms.
• Stay informed on current IT threats and trends, applying best practices to enhance system security and user support.
• Support modernization efforts including Microsoft 365 adoption and Azure-based virtual desktop environments.
• Maintain and troubleshoot VOIP phone systems, workstations, printers, and other office technology.
• Monitor backup processes to ensure data integrity and protection.
• Conduct basic security assessments and escalate potential risks appropriately.
• Perform additional IT-related duties as assigned to support business operations.

Required Skills and Abilities
Cloud Infrastructure Support

• Provision and manage Windows 365 Cloud PCs using Security Groups and Microsoft Enterprise licenses.
• Monitor VM health and performance; recommend, create, and enforce custom policies tailored to the environment.
• Troubleshoot VM connectivity and authentication issues, particularly in Entra ID–joined environments without traditional domain controllers.

Intune Configuration and Management

• Deploy and manage patches, driver updates, and system upgrades across laptops and virtual machines.
• Configure system alerts for maintenance, disk space thresholds (e.g., 80% capacity), and unattended access.
• Ensure reliable rollout of updates and resolve issues in Intune deployment workflows.

Technical & Interpersonal Competencies

• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Exceptional customer service abilities, including empathetic communication with non-technical users.
• Proficiency in supporting and configuring Microsoft Windows and Azure environments.
• Familiarity with networking fundamentals such as TCP/IP, DNS, DHCP, and VPNs.
• Working knowledge of Remote Monitoring and Management (RMM) tools and Zoho ticketing systems.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• High attention to detail and ability to work independently and collaboratively.
• Passion for continuous learning and staying current with emerging technologies and IT best practices.

Education and Experience

• Bachelor's degree, or four-year related experience required.
• Two years of experience in related IT support function

Benefits

• Salary: $65,000-$70,000 per year
• Health insurance, vision, dental, life insurance, and short-term disability insurance. This includes an employer-sponsored HSA, paid coverage for employees, and cost-sharing for families.
• 401K with employer matching.
• PTO and paid holidays to support work-life balance. PTO is based on experience and expected to increase overtime.
• A casual office environment with a dedicated and professional team.

About Sovereign Insurance Group
Since 1959, Sovereign Insurance Group has been a leader in the nonprofit, commercial property and casualty marketplace. A growing company that has expanded from one location in Southeastern PA to a multi-state organization, we are poised to continue our expansion.

We believe in approaching our clients, our insurance companies, and our employees with humility and always considering the other party's interests above our own. This philosophy guides us in taking our talents, our time, and industry know-how to provide the best overall results we can for our clients.