IT Service Desk & Security Support

The IT Service Desk and Security Support role is an AI-leveraged operator position responsible for resolving end-user issues, supporting day-to-day cybersecurity operations, and continuously expanding what the service desk can handle without adding headcount. The person in this role uses AI copilots, agentic workflows, and automation as the default first response to incoming requests, escalating to manual work only when AI cannot resolve the issue. Core scope includes alert triage, endpoint protection, access reviews, and patching support.

Success in the role is measured by ticket deflection rate, mean-time-to-resolve, and the number of recurring issues eliminated through automation each quarter. The role also coordinates third-party vendors for access management, issue resolution, and vendor documentation to ensure effective and secure service delivery. This is a high-leverage role for a technically curious operator who treats AI fluency, automation building, and security operations as core craft - not adjacent skills. The expectation is that every recurring task this person touches becomes a candidate for elimination or automation. What You’ll Do:

Service Desk & End-User Support

• Resolve Tier 1 and Tier 2 issues across endpoints, user accounts, productivity tools, and enterprise systems - using AI copilots, self-service agents, and automation as the first response, with manual handling reserved for exceptions.
• Troubleshoot hardware, software, access, and connectivity issues for onsite and remote users.
• Manage and prioritize ticket queues, ensuring tickets are properly categorized, documented, and resolved in a timely manner.
• 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.

AI-Enabled Service Delivery & Automation

• Own the day-to-day use, tuning, and measurable performance of AI tools across the service desk - copilots, agentic workflows, virtual agents, and knowledge platforms - with accountability for deflection rate, resolution time, and user satisfaction.
• Contribute to chatbot knowledge bases and self-service solutions to reduce common service requests.
• Identify repetitive service desk tasks and assist in developing automation solutions using scripting or workflow tools (e.g., PowerShell, Power Automate).
• 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.

Security Operations Support

• 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.
• Assist with 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.
• Participate in incident response support and after-action documentation efforts.

Vendor Management & Coordination

• Assist in coordinating with third-party vendors for issue resolution, support escalations, and service requests.
• Support vendor onboarding activities, including account setup, access provisioning, and documentation.
• Maintain documentation of vendor contacts, systems, and support processes.
• Assist in tracking vendor responsiveness and service performance against expectations or SLAs.
• Support vendor-related security and compliance activities, including gathering information for security questionnaires and audits.
• Help ensure vendor access and activities align with organizational security policies and standards.

Documentation & Continuous Improvement

• Create and maintain knowledge base articles, technical documentation, and user guides.
• Identify recurring issues and recommend improvements, automation opportunities, or preventive fixes.
• Promote security awareness and best practices across the organization.
• Perform additional duties as assigned to support IT operations and organizational goals.

Do you have experience in Vendor relationship management?, Do you have a Associate’s degree?, * Associate’s or Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent combination of education and experience.

• 3+ years in IT service desk, technical support, or systems support, including demonstrated use of AI tools and/or automation to improve personal or team productivity. Candidates should be able to describe specific examples where they used AI or automation to eliminate recurring work.

• Experience supporting Microsoft 365, Active Directory/Entra ID, Windows endpoints, and remote support environments. Familiar with cloud environments a plus.

• Familiarity with ITSM/ticketing platforms and standard incident, request, and access management processes.

• Working knowledge of cybersecurity concepts, endpoint protection, MFA, access controls, and security monitoring tools such as Microsoft Defender.

• Familiarity with the NIST Cybersecurity Framework and security best practices is a plus.

• 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 required; willingness to build, debug, and maintain automations is a baseline expectation..

• Hands-on experience with AI copilots (e.g., Microsoft Copilot, Claude), virtual agents, or AI-enabled knowledge platforms in a work setting required. Comfort with prompt design, evaluating AI output for correctness, and tuning knowledge bases for agent consumption is expected.

• Strong written and verbal communication skills with the ability to support technical and non-technical users effectively.

• Onsite five days a week is required, given the hands-on nature of endpoint deployment, hardware lifecycle work, and in-person user support that cannot be performed remotely. Extended hours may be required to support meetings and events.

Required Competencies

• Strong technical troubleshooting skills across hardware, software, connectivity, endpoint, and Microsoft 365 environments.

• 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.

• Familiarity 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.

• Strive to reflect our five cultural values in all efforts: Put the Customer First, Do What You Say, Work Together, Be Innovative and Do the Right Thing.

Pulled from the full job description

• Tuition reimbursement
• Paid parental leave
• Prescription drug insurance
• Food provided
• Parental leave
• 401(k)
• Health insurance, Additionally, we understand the importance of work-life balance-in 2025 Philly.com named us a Top Workplace for the tenth year and USA Today named us a USA Top Workplace for the third year. We provide excellent benefits and a friendly, team-focused work environment to drive employee engagement., 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
• On our Malvern campus: Free lunch every day when working on campus, onsite fitness center, and a beautiful 1.25-mile walking path!

Located in beautiful Malvern, Pennsylvania, The Institutes® are a not-for-profit comprised of diverse affiliates that educate, elevate, and connect people in the essential disciplines of risk management and insurance. Through products and services offered by our nearly 20 affiliated business units, people and organizations are empowered to help those in need with a focus on understanding, predicting, and preventing losses to create a more resilient world.