Senior Associate Administrator, Operations, Service Desk

Allied World Assurance Company • Farmington, NM

51d • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• Experience supporting virtual desktop technologies (AVD/W365)
• Okta administration experience

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.

Benefits

• Health, Dental and Disability Insurance
• a company match 401k plan
• Group Term Life Insurance
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed