Service Desk Technician

Location Name WA, Seattle - 520 Pike Street
Date Posted
1 month ago(3/11/2021 7:24 PM)
Admiral Insurance Group
Primary Location
Information Technology

Company Details


Admiral Insurance Group, a W. R. Berkley Company, is a wholesale-dedicated excess and surplus lines commercial insurance carrier. We specialize in underwriting difficult-to-place moderate to high-risk commercial business looking for creative solutions to new and unusual complex risks. Our lines of business include Commercial Casualty and Professional Liability.


Admiral has been in operation since 1974, with antecedents dating back to 1952. We have been a part of the W. R. Berkley Corporation since 1979. W. R. Berkley Corporation, founded in 1967, is one of the nation’s premier commercial lines property casualty insurance providers. Our A.M. Best’s rating is A+ and a financial size category XV.


We are a company that values the individual strengths of each of our employees. Admiral empowers individuals, challenging every employee to contribute to our goal, agile solution provider to our customers and our team. We seek collaborative individuals dedicated to making a difference every day. We offer opportunities for advancement, personal development, competitive benefits and compensation.


Come join our team! To learn more, visit us at:


The Service Desk Analyst at Admiral is responsible for providing a wide range of support for computers and systems so end users can accomplish business tasks.  This is achieved through issue resolution with diagnostics and troubleshooting.  The Service Desk Analyst receives, prioritizes, documents, and actively resolves end user issues and service requests.


  • Field incoming service requests from end users via both telephone and e-mail in a courteous manner, resolving issues presented as quickly as possible
  • Prioritize and schedule incoming issues.  Escalate problems (when required) per the documented process after research and resolution attempts are exhausted or limited rights.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Collaborate with other IT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
  • Configure, and deploy end user equipment as needed, including but not limited to desktop, laptop, desk phone, printer, etc.
  • Document all pertinent end user identification information, including name, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from service desk customers.
  • Record, track, and document the service desk request problem-solving process.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Performing preventative maintenance, including checking and cleaning of workstations and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to service requests.
  • Processing of New Hires/Terminations.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Other related tasks as directed by management.




  • College degree in the field of computer science and/or 2-4 years of IT related work experience required
  • Support Desk Analyst Certification (HDI) or 2-4 years of IT Support Desk experience.
  • Knowledge of basic computer hardware.
  • Must have an advanced level of proficiency supporting and working with a variety of desktop operating systems.
  • Must have an advanced level of proficiency supporting and working with a variety of applications
  • Working knowledge of a range of diagnostic utilities.
  • Must be a critical thinker and possess exceptional problem solving skills.
  • Good understanding of the organization’s goals and objectives, and how the systems are tied to department and financial reporting
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.


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