Minimum of five (5) years of relevant work experience required, including: Experience in IT support, Help Desk, or Systems Administration, Proficiency with Windows and Mac operating systems, Experience with laptop/desktop imaging and deployment tools, Basic networking knowledge (TCP/IP, DNS, DHCP), Familiarity with IAM solutions such as Active Directory / Azure AD, Solid understanding of troubleshooting techniques, Experience with Jira Service Management or similar IT Service Management platforms, Understanding of ITIL frameworks and SLA management, Strong phone support and customer service skills, Ability to explain technical concepts to non-technical users. The Service Desk Administrator is responsible for providing senior administrative and technical leadership for Service Desk operations across multiple stakeholder groups, including all office locations, remote workforce, large customer base, external consultants, and an extensive network of independent insurance agents.