Technical Support Analyst I

Brethren Mutual Insurance Company; Hagerstown (MD); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Retirement planning options

Generous paid time off

Paid holidays

Job summary

Brethren Mutual Insurance Company is seeking a Technical Support Analyst I to serve as the first point of contact for end-users, providing installation, diagnosis, and repairs of hardware and software to ensure optimal performance.

The role requires a Bachelor’s degree in a related field and 2–4 years of experience, with knowledge of VMware VDI and Microsoft Office. You will troubleshoot issues, document resolutions, and collaborate with teams to improve support processes.

Qualifications

• Bachelor's degree in a related field is required.
• 2–4 years of experience in technical support or IT helpdesk.
• Knowledge of VMware VDI software and PC hardware/OS.
• Proficient verbal and written communication and interpersonal skills.

Responsibilities

• Serve as the first point of contact for end-users to provide support and maintenance.
• Install, diagnose, repair, and upgrade hardware and software to ensure optimal performance.
• Troubleshoot network performance issues and provide admin software support.
• Document incidents, resolutions, and procedures to maintain knowledge sharing.
• Coordinate with higher-level support or vendors to resolve complex issues.
• Identify opportunities to improve support processes and guide users on best practices.

Skills

Communication skills

Interpersonal skills

Troubleshooting

Team collaboration

Documentation

Education

Bachelor's Degree in related field

Tools

VMware VDI Software

Microsoft Office

Job description

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.

Job Summary:

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.

Essential Duties:

• 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.

Basic Qualifications:

• 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

Brethren Mutual Insurance Company is committed to supporting employees both professionally and personally. We offer a comprehensive benefits package designed to promote well-being, financial security, and work-life balance. This includes competitive compensation, medical, dental, and vision coverage, retirement planning options, generous paid time off, and paid holidays.

Beyond benefits, employees enjoy a supportive work environment, opportunities for professional development, and the stability of a mutual company that values long-term careers. Brethren Mutual also encourages community involvement, teamwork, and flexibility, recognizing that when employees are supported, they are best positioned to serve our policyholders and communities.

Join a company that invests in its people and provides the tools, benefits, and culture to help you thrive-both at work and beyond.

Brethren Mutual Insurance Company is proud to be an equal-opportunity employer with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Brethren Mutual Insurance Company abides by all fair employment practices regarding citizenship and immigration status.

Must be able to successfully pass a criminal background check.