Associate Administrator, IT Operations, Service Desk

Job Duties and Responsibilities

• Working knowledge of ServiceNow, including platform navigation, ITSM processes, workflow management, reporting, and end-user support.
• Handle requests from users, investigating issues, deploying fixes as needed.
• Bring demonstrated experience in Hardware Asset Management (HAM) to support and enhance asset lifecycle processes, inventory accuracy, and overall asset governance within the Service Desk.
• Leverage strong Microsoft Intune expertise to support endpoint management, including device configuration, policy enforcement, and ongoing standardization across the environment.
• Observe trends in issues to help escalate prioritization decisions.
• Experience with Office 365, Exchange Online and Azure. Okta administration an advantage.
• Build, install, configure, analyze, and troubleshoot Windows operating systems.
• Responsibilities include break/fix, new build outs, AD administration, VDI/WVD support, mobile phone/tablet support via Intune, Global Protect VPN connectivity troubleshooting.
• Utilize remote tools such as Bomgar to facilitate efficient resolution of issues.
• Support and administer third-party applications.
• Configure, install, and connect computer and network hardware so that users will be able to perform business activities in accordance with Allied World's intentions.
• Prepare and update reference documentation so that others working on the helpdesk can quickly and practically respond to users reporting difficulties and problems.
• Responsible for Autopilot process and corporate image.
• Run automatic software distribution systems via Intune to periodically transmit and install the latest software updates on relevant computers.
• Evaluate/determine whether vendor-supplied operating system patches and fixes will cause software incompatibility trouble, system crashes, systems response time degradation and/or other operational problems before installing these same patches and fixes.
• Help with upgrades/migration of systems software as needed to ensure secure, reliable, and stable operation of servers and IT environment.
• Processing of new hires and leavers accounts.
• Configure and maintain access control systems so that users can access only those machines, software and information that are needed to perform their jobs.
• Aid in trouble shooting network problems, which include, but are not limited to, WAN/LAN/Hardware/Servers/Software and test environment.
• Ensure all support requests are updated with resolution detail prior to closure so that solutions are captured for future reference.
• Participate and/or take the lead in IT related projects.
• Be on call and accessible for high priority technical support during off hours and available as needed with the ability to be responsive via Teams, IM, email, or phone calls.

Job Requirements

• A minimum of three years experience working in an IT Support role.
• You must be a self-starter with the drive and skills to manage your workload and be able to work on your own initiative to assist users reach their deadlines.
• Ensure there is effective collaboration and communication within your team and peers.
• Ability to multi-task, prioritize, and manage across multiple, often time-sensitive initiatives.
• Highly organized with a strong attention to detail.
• Display a strong sense of urgency.
• Ability to work independently with minimal supervision.
• Possess excellent verbal and written communication skills.

Benefits

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

About the Role

Our generous benefits package includes:

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

Company Information

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.