Job Description

Job Description

Job Description

Who We Are

For over 70 years, Glatfelter Insurance Group has believed in doing the right thing for our clients, agents, communities and associates. This founding principle has enabled Glatfelter to grow from the kitchen-table, one-man-operation as it began, to one of the largest managing general agencies in the U.S. with nearly 500 associates across the country, a distribution network of over 4,500 independent brokers and more than 30,000 clients. It is what drives us to innovate—the desire to deliver the best for our clients. Founded as The Glatfelter Agency, which is still in operation, the program basis of Glatfelter Insurance Group, Volunteer Firemen’s Insurance Services (VFIS), was founded in 1969. Throughout the years, Glatfelter has expanded to include specialized program business inclusive of public entities, educational institutions, healthcare facilities, and religious organizations. Glatfelter provides their insureds with comprehensive insurance solutions including property, casualty, life insurance, and more. In 2018, Glatfelter joined American International Group (AIG) and is now part of the AIG family.

About the Position

We are currently seeking a skilled and dependable Senior Service Desk Analyst to join our growing IT team. This role is essential to supporting our end-users by delivering high-quality technical support, managing escalated issues, and helping to maintain our IT infrastructure. You will work closely with other members of the technology team to ensure our systems are operating smoothly.

We are looking for strong experience in the support of Microsoft desktop computing environments, imaging and deploying Windows equipment and performing hands on tasks such as network cabling and connectivity. You will serve as an escalation point for junior analysts, contribute to process improvement efforts, and supporting both onsite and remote situations depending on business needs. This position is required to be onsite in our York, PA office.

Key Responsibilities

• Receive and handle incoming calls related to GIG Information Systems. May be required to answer IT Service Desk calls.
• Appropriately respond to user questions through knowledge of divisional procedures, research and communication within the various IT departments.
• Perform root cause analysis and develop checklists for reoccurring problems.
• Provide technical support and guidance through Tier 2 support and works with System Administrators to resolve Tier 3 issues.
• Document steps needed to resolve problems and create guidelines for end users.
• Evaluate, maintain, modify (e.g., create macros, templates) and document desktop application packages, participate in the testing and evaluation of new desktop packages and implement prototypes.
• Maintain knowledge database and call tracking database to enhance quality of problem resolutions.
• Perform associate moves, changes, new hire preparation and separations.
• Keep the Director of Infrastructure informed of the status of all projects and processing errors and/or system downtime.
• Assist with IT projects and help rollout new equipment and desktop services to associates. May provide on-site training to users.
• Assist in the installations, diagnostics and repair of network devices, printers and PC software and hardware.
• Assist in the evaluation, recommendations, and final selection of equipment, network services and PC components for the organization.
• Assist in the installation and maintenance of data and telecommunications services and network cabling.
• Perform software upgrades and installs. Perform installation and preventive maintenance of PC and printer hardware.
• Maintain technical knowledge level through trade publications, seminars and courses.
• Assist other IT technical staff as necessary.
• Assist with maintaining a clean and organized lab.
• Evening and weekend work may be required to fulfill departmental needs.

What We’re Looking For

• Bachelor’s degree in computer science, Information Systems, or other related field or equivalent relevant work experience.
• Minimum of 3 years of work experience in an IT service desk or technical support role, preferably in a corporate or enterprise environment.
• Experience in providing Level 2 & 3 technical support for hardware, software, and networking issues.
• Ability to work independently as well as part of a team.
• Ability to immediately troubleshoot telecommunications systems, personal computer hardware, peripherals and printer problems as they arise.
• Strong organizational skills required to meet deadlines, ensure timely resolution of issues and complete project tasks.
• Strong communication skills, both written and verbal, to effectively communicate to all levels of GIG associates in all departments.
• Demonstrated commitment to a high level of customer service.
• Ability to concurrently handle multiple tasks and projects at different levels of complexity.
• Strong analytical, technical, problem-solving and decision-making skills.

Why Choose Glatfelter?

Glatfelter is honored to have been named a Best Place to Work in PA since 2005. We are proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. In addition to 17 paid holidays, (which includes a personal holiday and mental health and wellness day) we provide a variety of leaves for personal, health, family, and volunteer needs.

We believe in fostering our associates' development and offer a range of learning opportunities for associates to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible associates to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

Equal Opportunity Employer

It has been and will continue to be the policy of Glatfelter Insurance Group to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At Glatfelter, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Glatfelter is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please contact Human Resources. Reasonable accommodations will be determined on a case-by-case basis.

Job Grade: 7

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