Associate Service Desk Administrator

About the job

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 Associate IT Support Administrator provides first and second-line technical support to employees across office and remote environments. This role is responsible for troubleshooting hardware, software, endpoint management, access administration, and collaboration technologies to ensure a seamless user experience. The successful candidate will demonstrate strong customer service skills, attention to detail, and the ability to manage multiple support requests in a fast-paced environment.

Location: Farmington, CT

Work Arrangement: Hybrid – on-site four days per week (Monday–Thursday)

Job Responsibilities:

• Provide first and second-level technical support for hardware, software, mobile devices, and related technologies.
• Respond to and resolve incidents and service requests in a timely and customer-focused manner.
• Deploy, configure, troubleshoot, and maintain Windows laptops, desktops, and mobile devices.
• Support Microsoft Intune for device enrollment, endpoint management, software deployment, and policy administration.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, and Entra ID (Azure AD).
• Manage user account provisioning, deprovisioning, and access requests for new hires, transfers, and terminations.
• Configure and maintain computer hardware, peripherals, and workplace technology to support business operations.
• Troubleshoot VPN connectivity, virtual desktop environments (VDI/AVD/WVD), and remote access solutions.
• Support mobile devices and ensure compliance with company security and device management standards.
• Maintain accurate inventory records and assist with hardware asset lifecycle management.
• Utilize remote support tools to efficiently diagnose and resolve end-user issues.
• Create and maintain technical documentation, knowledge articles, and support procedures.
• Assist with software upgrades, system migrations, endpoint refresh initiatives, and other IT projects.
• Identify recurring issues and recommend process improvements to enhance user experience and operational efficiency.
• Ensure all support tickets are properly documented and updated with resolution details before closure.
• Participate in after-hours support and on-call rotations as required.

Job Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field
• 1 year of experience in an IT Support, Help Desk, Service Desk, or Desktop Support role
• Knowledge of Windows operating systems and Microsoft 365
• Strong troubleshooting and problem-solving skills
• Excellent communication
• Quick learner with a willingness to develop new technical skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to work independently and as part of a team