• Lead desktop and help desk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions. Referring to Managed Service Provider (MSP) when needed.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, assessing impact of issues, and referring to MSP when needed.
• Develop full understanding of industry specific and other unique software programs (i.e. Agency Management, Document Management, etc.)
• Help with M&A IT strategy and lead activities such as email and data migrations.
• Work in conjunction with our MSP to perform regular maintenance, configuration, onsite system upgrades, backup operations and other related duties.
• Continuing education on new IT trends and threats.
• Continue to help modernize the business as we move to Azure-based virtual desktops and a Microsoft 365 technology stack.
• Establish IT Office Hours for employee training and non-emergency IT issues.
• Perform regular maintenance for our phone systems, computer systems, computers, printers, network systems, and any other technical equipment
• Administer new user accounts, work email addresses, and access levels to new employees to ensure they have everything they need to work efficiently
• Ensure our computers are backed up so all files are saved in case the system crashes
• Run security checks on all of our systems to ensure we are protected from cybersecurity threats
• Other duties, as assigned.  

• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Excellent verbal and written communication skills to convey technical information clearly.
• Exceptional customer service skills, with the ability to empathize and effectively communicate solutions to non-technical users, ensuring a supportive and understanding interaction every time.
• Proficiency in supporting and configuring Microsoft Windows and Azure Environments
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPNs).
• Understanding of remote support tools and ticketing systems Zoho Desk
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong attention to detail and ability to work both independently and as part of a team.
• A passion for learning and staying updated on emerging technologies and IT best practices.
• Proficiency with word processing, spreadsheet and database software required.
• Ability to work within a team atmosphere with a willingness to ask for and receive feedback at all levels 

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

• 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.