Technical Support Analyst I

Brethren Mutual Insurance Company•Hagerstown, MD

5d•$24 - $36

About The Position

At Brethren Mutual Insurance Company, people don't just come to work - they come to belong. For over a century, Brethren Mutual has been built on a foundation of service, integrity, and care for one another, our policyholders, and the communities we serve. We believe that doing the right thing, supporting each other, and taking pride in our work creates something more than a job - it creates a place where people can grow meaningful careers. Employees at Brethren Mutual value collaboration over competition, purpose over pressure, and long-term relationships over short-term wins. Whether supporting our policyholders during critical moments or innovating behind the scenes, every role contributes to a shared mission rooted in trust and mutual respect. If you're looking for a workplace where your contributions matter, your values are reflected in how business is done, and your career is supported with intention, Brethren Mutual may be the place you've been looking for. The Technical Support Analyst I provides a first point of contact for end-users to receive support and maintenance within the organization's computing environment. The roles of this position include installing, diagnosing, repairing, maintaining, and upgrading all computer hardware and software to ensure optimal performance. This position troubleshoots network performance issues, provides administrative software support and participates in network systems implementation projects. In addition, resolves web access, printing and related end user problems and is the primary contact for helpdesk issues. Set-ups and installs software on new and PC's requiring rebuilds. Performs end user software operational training.

Requirements

Bachelor's Degree in related field
2-4 Years Experience
Knowledge of VMWare VDI Software
Knowledge of personal computer hardware, operating systems and various third party software
Proficient verbal and written communication skills as well as interpersonal skills
Strong knowledge of Microsoft Office products
Must be able to successfully pass a criminal background check.

Responsibilities

Conducts routine technical support activities by responding to incidents, requests, and inquiries within established service levels.
Administers basic system access and configuration tasks under defined guidelines and escalation procedures.
Analyzes somewhat complex issues by examining symptoms, logs, and user input to determine appropriate resolution steps.
Completes troubleshooting activities by debugging, configuring, or installing approved solutions.
Documents incidents, resolutions, and procedures to maintain accurate records and support knowledge sharing.
Communicates status updates, solutions, and next steps to users and stakeholders to ensure clarity and satisfaction.
Coordinates somewhat complex issues with higher-level support teams or vendors to achieve timely resolution.
Identifies opportunities to improve support processes and provides guidance to users on best practices and preventive actions.