Associate Administrator, Operations, Service Desk

The Senior Associate Administrator, Operations, Service Desk is responsible for providing advanced technical support and operational excellence across the organization. This role serves as a key member of the Global Service Desk team, supporting employees mostly in North America, but also across multiple regions while ensuring a consistent, high-quality support experience.

The successful candidate will administer and support endpoint technologies, hardware asset management processes, identity and access management, enterprise applications, and Service Desk operations. This individual will serve as a technical escalation resource, contribute to IT projects and operational improvements, maintain service standards, and assist in driving initiatives that enhance the end-user experience and overall IT service delivery.

Job Duties and Responsibilities:

• Working knowledge of ServiceNow, including platform navigation, Incident Management, Request Management, Knowledge Management, Asset Management, reporting, workflow management, and end-user support.
• Manage incidents and service requests while ensuring adherence to established service level expectations.
• Observe, analyze, and report on recurring issue trends to assist with prioritization decisions and continuous service improvement initiatives.
• Bring demonstrated experience in Hardware Asset Management (HAM) to support and enhance asset lifecycle processes, inventory accuracy, endpoint governance, and technology refresh initiatives.
• Leverage strong Microsoft Intune expertise to support endpoint management, including device enrollment, policy administration, application deployment, compliance monitoring, and ongoing standardization efforts.
• Administer Windows Autopilot processes and maintain enterprise endpoint deployment standards.
• Support Microsoft 365, Exchange Online, Azure Active Directory, and related cloud technologies.
• Provide administration and support for identity and access management platforms, including Active Directory, Azure AD, Okta, and enterprise applications.
• Process onboarding, offboarding, transfer, and access modification requests in accordance with company security standards.
• Build, install, configure, maintain, analyze, and troubleshoot Windows operating systems and associated hardware.
• Responsibilities include break/fix support, endpoint deployment, Active Directory administration, AVD/W365 support, mobile device administration through Intune, and VPN connectivity troubleshooting.
• Utilize remote support tools such as Bomgar to facilitate efficient issue resolution.
• Support, administer, and troubleshooting third-party business applications.
• Configure, install, and maintain computer and network hardware to support business operations.
• Deploy operating system updates, security patches, and software packages through centralized endpoint management tools.
• Evaluate software updates, patches, and vendor fixes to identify potential operational issues or compatibility concerns prior to deployment.
• Assist with enterprise upgrades, migrations, and technology modernization initiatives.
• Assist in troubleshooting infrastructure-related issues involving hardware, networking, servers, applications, and connectivity.
• Support security initiatives by assisting with phishing investigations, account compromise remediation, multi-factor authentication support, and endpoint security controls.
• Configure and maintain access controls to ensure users have appropriate access to systems, applications, and information required to perform their job responsibilities.
• Prepare and maintain technical documentation, standard operating procedures, knowledge articles, and user-facing instructional materials.
• Ensure all incidents and service requests are documented accurately and updated with sufficient resolution details prior to closure.
• Participate in and, when appropriate, lead IT-related projects and operational initiatives.
• Collaborate effectively with infrastructure, security, application, and business teams to support organizational objectives.
• Assist with training, mentoring, and knowledge sharing among Service Desk team members.
• Support a global user community across multiple time zones while maintaining consistent service standards.
• Participate in on-call support rotations and provide after-hours support for critical business and operational issues when required.

• Minimum of 3-5 years of experience in an IT Support, Service Desk, Desktop Support, or IT Operations role.
• Strong experience supporting Microsoft 365, Exchange Online, Azure Active Directory, and Windows desktop operating systems.
• Hands-on experience administering Microsoft Intune and Windows Autopilot.
• Experience working with ServiceNow IT Service Management (ITSM) platform.
• Experience supporting Active Directory, identity management platforms, and user access administration.
• Experience supporting hardware asset management and endpoint lifecycle processes.
• Working knowledge of VPN technologies, endpoint security tools, remote support applications, and mobile device management platforms.
• Experience supporting virtual desktop technologies (AVD/W365) preferred.
• Okta administration experience preferred.
• Experience supporting enterprise-level software deployments, upgrades, and migrations., Access Control, Administrative Skills, Analysis Skills, Applications Security, Asset Management, Authentication, Business Operations, Business Solutions, Career Development, Centralized Operations/Management, Cloud Computing, Coaching, Computer Maintenance, Computer Networks, Computer Security, Customer Support/Service, Desktop Administration, Desktop Virtualization, Distribution Channel, Documentation Standards, Endpoint Security, Enterprise Applications, Enterprise Endpoint, Establish Priorities, Hardware Administration, Help Desk, IT Service Management (ITSM), Identify Issues, Identity Data Management, Incident Management, Installation Guide, Knowledge Management, Maintain Compliance, Maintenance Services, Mentoring, Microsoft Active Directory, Microsoft Exchange Server, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Desktop, Microsoft Windows Operating System, Microsoft Windows System Administration, Mobile Applications, Mobile Devices, Network Support, Network System Hardware, On Call, Onboarding, Operational Improvement, Operational Support, Phishing, Policy Development, Problem Solving Skills, Programming Tools, Security Patches, Security Software, Service Delivery, ServiceNow, Software Administration, Software Evaluation, Software Patches, Software Upgrades, Standard Operating Procedures (SOP), Systems Administration/Management, Systems Maintenance, Technical Leadership, Technical Support, Technical Writing, Training Program, Training/Teaching Materials, Trend Analysis, User Interface/Experience (UI/UX), VPN (Virtual Private Network), Vendor/Supplier Selection

Title: Senior Associate Administrator, Operations, Service Desk Organization: Allied World Assurance Company Ltd Location: Farmington Description:

Take the next step in your career with us.

Allied World is an ideal place for talented professionals who are driven by a belief in the value of collaboration and the power of knowledge.

We believe that when our great people work together and support one another, our clients receive the best solutions. We embrace unique perspectives and empower each person to grow through professional development, career training and mentoring programs.

Our people are our most important asset, and we are very proud of the quality of our team members., Our generous benefits package includes: Health, Dental and Disability Insurance, a company match 401k plan, and Group Term Life Insurance. Allied World is an Equal Opportunity Employer. All qualified applicants will be considered for employment without consideration of any disability, veteran status or any other characteristic protected by law.

Working at Allied World

Our team of over 1,650 professionals has deep expertise in the industry. They enjoy their work, and many have served for several years. This is what you can expect when you join us:

• Instant membership in the Allied World - a global network of colleagues who will support your career journey
• A manager who will help you build your career through a structured coaching program
• Access to a full suite of learning and development tools and resources

Global Presence

Headquartered in Bermuda, Allied World has offices in Atlanta, Boston, Brisbane, Chicago, Costa Mesa, Dallas, Dublin, Farmington (CT), Hong Kong, Houston, London, Los Angeles, Malaysia, Manchester, Miami, Nashville, New Jersey, New York, Philadelphia, San Francisco, Singapore, Sydney, Switzerland and Toronto. We strive to provide exceptional service to our clients and distribution partners.