The IT Desktop Administrator’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, managing, and tuning in-house computer software systems to ensure high levels of availability and security of the supported business applications. The Administrator receives, prioritizes, documents, and actively resolves end-user help requests and escalates incidents when considered appropriate and necessary to maintain SLA expectations. The individual also participates in planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements.
End User Support
Work closely with all of PLM’s employees to respond to incoming user incidents and requests within established service levels using PLM’s IT ticketing system
Diagnose and resolve hardware and software issues, including VPN connectivity
Respond to requests for technical assistance in person, via phone, electronically
Enter and track incoming requests for system-related issues and assure they are handled in an orderly fashion
Provide support for standard business applications software including Microsoft Office and other company applications
Desktop Computing Administration
Maintain desktop asset hardware inventory and replacement schedule
Recommend, document, and maintain desktop computing standards, image creation/deployment platform, and standard department/user hardware and software profiles including operating systems and end-user software utilizing industry best practices to meet corporate objectives and service levels
Deploy desktop assets and related components (e.g., memory, disk, external devices), servers, printers, scanners, encryption systems, and host security systems; install, configure and upgrade MS Windows operating systems
Administer end user accounts, permissions, access rights, and storage in accordance with best-practices, security, and regulatory compliance
Server Administration & Support
Perform network and security audits as requested
Perform and test routine system backups and restores as requested
Perform network asset management, including maintenance of network component inventory and related documentation/technical specifications information as requested.
Perform or assist other server administration tasks as requested
Other Critical Duties
Continuously improve technical tasks through analysis of ticketing information, recommending and/or implementing solutions
Perform scripting, automation, and error control to improve efficiency and quality
Manage and/or provide guidance to junior members of the team as needed.
Participate in projects and other duties as requested
Associates Degree in Information Technology or related experience and training
Ability to respond to, identify and resolve issues quickly
Excellent analytical and problem-solving skills with high degree of attention to detail, accuracy, and considering the user experience
Excellent customer service and interpersonal skills; ability to communicate effectively with a diverse customer population
Experience documenting and maintaining configuration and process information
Excellent organizational and time management skills and follow through to completion of task or project; ability to balance rapidly-changing priorities
Self-motivated and able to work independently and with a team
Passionate and innovative, continuously seeking task and self-improvement
Insurance industry background a desired
Minimum of 5 years related IT support experience
Minimum of 2 year performing desktop support and administration including: Office 365, Windows Client, Windows Server, O365, Active Directory administration, internet browsers, anti-virus software, etc.
Experience with setting up desktops, laptops, network printers and user accounts.
General network/LAN knowledge (e.g., TCP/IP, routers, switches, firewalls).
General knowledge of VMWare and VSphere Client for administration
Experience with scripting languages such as PowerShell
Experience with IT asset management
Experience with resolving mobile device and connectivity issues
Comfortable with a variety of enterprise server administration software tools
Experience with VoIP/SIP user administration desired
Experience with Apple mobile device setup and configuration desired
Microsoft Azure Administration, Intune/Bitlocker/Auto-Pilot desired
Standards of Performance
% Project Targets Achieved
First Reply Time
Average User Satisfaction Score
Service Level Target Achievement
Terminated User Tasks Completed On Time
Adherence to Policies and Procedures
Ability to hear
Ability to speak clearly
Ability to write
Ability to walk, stand and sit for extended periods of time
To be the premier provider in the wood niche, it starts with our employees. Our unwavering dedication to the wood industry for 125 years is backed by our employees’ eagerness to understand the needs of our customers and our commitment to keeping them safe. With our industry and market segment constantly evolving, our employees engage in continuous learning and professional development to ensure that our products and services are the most up to date. Our staff takes great pride in being a knowledgeable resource for our insureds.
PLM headquarters is located in Center City Philadelphia, but a third of our staff resides throughout the country. We were recognized as a 2018 Top Insurance Workplace by Insurance Business America and a 2019 Top Workplace by The Philadelphia Inquirer.
We are looking for dedicated and highly motivated individuals to join our team.
BENEFITS & CAREER GROWTH
We Invest in our Employees
PLM believes that company growth starts with employee development. We fully fund continuing education within general business and insurance and encourage our people to pursue industry designations. Our benefits are designed to motivate and reward our people for their loyal service to PLM and its policyholders.
Medical (including Rx and vision)
Short Term Disability
Long Term Disability
Life and Accidental Death or Dismemberment
AFLAC – PLM offers several voluntary insurance plans through AFLAC. These plans are paid fully by the employee but administered by the company. Rates vary by age, coverage, and income.
Defined Contribution Plan-401(k) – Employer match up to 5% of contributions are 100% vested immediately under the Safe Harbor provisions of the plan.
PLM pays 100% for employees to further their insurance-related education.
Tuition Reimbursement – PLM offers up to $5,000 per calendar year for reimbursement for undergraduate or graduate level courses.
Business related training – PLM pays 100% for other job-related training courses
INTERNSHIPS & NEW GRADUATE OPPORTUNITIES
We Help Build the Leaders of the Future
At PLM, we are dedicated to ensuring the growth of the insurance industry and our local Philadelphia communities by investing in young talent. Our Internship Program offers students the opportunity to learn the industry from our exceptional staff through hands-on experiences. No matter if your interest lies in Claims, Underwriting or Business Development, you will have the opportunity to work side by side with our professional staff and make an immediate and lasting contribution to our company’s success.
We also have full time opportunities for recent graduates. Our Trainee Program is designed to give you the tools to be successful in this ever-changing industry. In addition, upon hiring you will be enrolled in our healthcare, 401K and professional development programs. Your career will be off to a successful start at PLM.