Please note, this position is expected to be fully on-site at our office location in New Berlin, NY.

At Preferred, we understand the importance of holistic health. To meet the diverse needs of our employees, we offer a comprehensive set of benefits:

Financial

• Short-term disability, long-term disability, and life insurance coverage are provided at no cost
• Optional benefits include enhanced life insurance and critical illness plans
• 401k plan with an employer contribution that you will receive regardless of your own contribution to the plan
• A cash-balance pension plan
• Student Loan Repayment Assistance
• A short-term incentive plan for all employees

Social

• Generous paid time off, offering of 25 days at hire (prorated based on start date for the first year)
• 7 days of paid sick leave
• 10 paid company holidays
• Personalized paid time off after 3 years!

Emotional

• Access to 26 sessions with a BetterHelp therapist each year for you and up to 5 dependents, as well as access to all of BetterHelp’s group and digital resources
• Access to Family First, a team of care experts who can provide you and your loved ones 1:1 assistance with a variety of caregiving solutions, from elder care to legal and financial challenges, insurance and Medicare navigation, and more!

Physical

• Medical, dental, and vision coverage options begin on the first day of employment
• Health Savings Accounts (with a generous employer contribution!)

YOUR PURPOSE AND FUNCTION IN OUR COMPANY:

As a Junior IT Service Desk Technician, you will be the first point of contact for employees seeking technical assistance. You will respond to requests via our ticketing system, email, chat, or phone and help troubleshoot common IT issues related to hardware, software, and user accounts. This is an entry-level role designed for someone starting their career in IT, with opportunities to learn and grow under the guidance of senior technicians.

You will work closely with the IT team to log issues, perform basic troubleshooting, and escalate more complex problems to experienced staff. Your role is essential in helping employees stay productive by providing timely and courteous technical support.

• Respond to IT support requests submitted through the ticketing system, email, chat, or phone.
• Gather basic information from users to understand and document the problem.
• Perform initial troubleshooting steps for common hardware and software issues (e.g., password resets, printer problems, application errors).
• Escalate complex or unresolved issues to senior IT staff.
• Keep accurate records of issues and actions taken in the ticketing system.
• Assist with setting up new computers, installing approved software, and configuring user accounts.
• Help maintain inventory records for IT equipment and software licenses.
• Follow established procedures for routine tasks such as system updates, backups, and equipment deployment.
• Learn and follow company IT policies and security best practices.
• Participate in training to expand your technical skills and knowledge of company systems.

KEY CAPABILITIES FOR SUCCESS:

• Basic understanding of computer hardware, operating systems, and common software applications.
• Familiarity with Microsoft Windows 10/11 and Microsoft Office 365.
• Strong communication and customer service skills.
• Willingness to learn and ask questions when unsure.
• Ability to follow written instructions and established processes.
• Positive attitude and interest in building a career in IT support.

QUALIFICATIONS:

• High school diploma or equivalent required; coursework or informal experience in IT preferred.
• CompTIA A+ certification (or working toward it) preferred.
• Any hands-on experience with troubleshooting computers, even in a non-professional setting (school projects, volunteer work, personal builds) is a plus.

ABOUT US: As a mutual company, we are independent by nature, so we think about insurance solutions a little differently. Through listening, problem solving, examining your challenges and collaborating on the right solutions for you, Preferred Mutual independent agents provide flexible solutions and adapt to your evolving needs. We do the same for our employees. We are process and domain experts, focused on the solutions that deliver results for our clients and our company. We offer a great work environment, professional development, challenging careers, and competitive compensation. With Preferred, there are no surprises. You can count on us to deliver on our promises and be there when you need us, as your insurance provider and your employer. Preferred Mutual is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

DISCLAIMER: This role (job) description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification. The duties described are not to be interpreted as being all-inclusive to any specific employee. Management reserves the rights to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Nothing in this position description changes the at-will employment relationship existing between Preferred Mutual Insurance Company and its employees.

The base pay range for this position is $22.50 to $27.00 paid on an hourly basis. The rate offered to any candidate will be reflective of the candidate’s experience and any relevant education, certification, or qualifications related to their ability to perform the responsibilities of this position as permitted by law.