Senior Associate Administrator, Operations, Service Desk

AWAC; Farmington (NM); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Allied World seeks a Senior Associate Administrator, Operations, Service Desk to deliver advanced technical support across North America and beyond. You will manage endpoint devices, HAM, Intune, Autopilot, AD/Azure AD, Okta, and cloud apps while driving service improvements and project involvement.

You will support a global user community with strong incident handling and documentation. Ideal candidates have 3–5 years in IT support roles, hands-on experience with Microsoft 365, Intune, Windows

Qualifications

• 3–5 years in an IT Support, Service Desk, Desktop Support or IT Operations role.
• Experience with Microsoft 365, Exchange Online, Azure AD and Windows desktops.
• Hands-on with Microsoft Intune, Windows Autopilot, and identity management platforms.
• Experience with ServiceNow ITSM platform.
• Experience supporting Active Directory and identity management platforms.
• Experience with hardware asset management and endpoint lifecycle processes.

Responsibilities

• Provide advanced technical support and proactive service desk operations.
• Administer HAM, Intune, Autopilot, AD/Azure AD, Okta and enterprise apps.
• Manage incidents/requests, ensure SLA adherence, and analyze recurring issues.
• Collaborate with infrastructure, security and business teams across time zones.
• Contribute to IT projects and improve service delivery.
• Collaborate with cross-functional teams and assist with training.

Skills

IT support

Incident management

SLA adherence

Team collaboration

Windows OS

Active Directory

VPN

Okta

Remote support

AVD/W365

Tools

ServiceNow ITSM

Microsoft Intune

Windows Autopilot

Active Directory

Azure Active Directory

Okta

Microsoft 365

Exchange Online

Bomgar

Job 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.**Job Summary:**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.### **Qualifications:*** 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.