Senior Associate Administrator, Operations, Service Desk

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.

Working knowledge of Service Now, 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 troubleshoot 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…