Associate Service Desk Administrator (Information Technology)
Job Summary: We are looking for a dynamic, passionate, and outstanding Associate Service Desk Administrator to add to our growing talented team. You will be part of an exceptional tech team that constantly seeks innovative ways to serve our users.
Who we are: Allied World Assurance Company is a global provider of insurance and reinsurance solutions. Our team is composed of highly motivated techs and analytics-oriented people that aim to leverage world class solutions to provide exceptional service for our users. As an Associate Service Desk Administrator, you will have the opportunity to make impactful contributions to our users as you work alongside the Global Service Desk team. The position is based in Farmington but has the option of Hybrid remote working twice per week also.
About the role: The Associate Service Desk Administrator's role is to support and maintain all related resources to ensure end-users can operate at peak efficiency. In this support function, you will assist in maintaining and troubleshooting user software and hardware issues providing support for our employees in the office and remote. This includes installing, diagnosing, repairing, maintaining, and upgrading all user hardware and equipment to ensure optimal performance. With strong administrative skills and customer focus, you will provide a friendly and proactive service to our users and conduct efficient handling of each query and advise users of the ensuing solution. We strive to build an inclusive team culture and value the diversity of the people we hire. Diversity at Allied World means fostering a workplace in which individual differences are recognized, appreciated, respected, and responded to in ways that fully develop and utilize each person's talents and strengths.
Responsibilities: · Handle requests from users, investigating issues, deploying fixes as needed
- Observe trends in issues to help escalate prioritization decisions
- Working knowledge of Intune MDM platform an advantage
- Experience with Office 365, Exchange Online and Azure
- Okta administration an advantage
- Build, install, configure, analyze, and troubleshoot Windows operating systems.
- Exposure to 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
- Configures, installs, and connects computer and network hardware so that users will be able to perform business activities in accordance with Allied World's intentions.
- Prepares and updates 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
- Inventory Management – Snow Asset Management experience an advantage
- Runs automatic software distribution systems via Intune to periodically transmit and install the latest software updates on relevant computers.
- Evaluates/determines 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.
- Helps 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.
- Configures and maintains access control systems so that users can access only those machines, software and information that are needed to perform their jobs.
- Assist 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.
- Participates and/or takes 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: · This position would suit a recent college graduate with an IT qualification or
someone with a minimum of two 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
