Advanced Service Desk & Endpoint Technician II

SILAC Insurance Company; Indianapolis (IN); On-site; USD 55,000 - 75,000; Full time

Job summary

SILAC Insurance Company seeks a Service Desk Technician II to deliver advanced technical support for Windows and macOS, Microsoft 365, and endpoint management across on-site and remote environments. You will escalate, diagnose, and resolve complex incidents while collaborating with Infrastructure, Security, and Business Applications teams.

The role requires 2–4 years in a help desk, strong communication, and familiarity with Intune, Jamf, Autopilot, and ITSM tools.

Qualifications

• Associate's degree in information technology or equivalent experience.
• 2-4 years of experience in a help desk or technical support role.
• Advanced knowledge of Windows, macOS, Microsoft 365, networking fundamentals, endpoint security, and enterprise troubleshooting.
• Experience administering Microsoft Intune, Jamf, Autopilot, or comparable endpoint management platforms.
• Experience supporting Microsoft 365 applications, Microsoft Teams, and collaboration technologies.
• Proficiency in using ITSM platforms such as Jira Service Management, ServiceNow, or ZenDesk.
• Strong communication, problem-solving, and organizational skills.

Responsibilities

• Serve as an escalation point for Level 1 staff, providing advanced troubleshooting.
• Diagnose and resolve escalated incidents including OS, apps, MFA/SSO, and network issues.
• Administer MDM and endpoint management using Intune and Jamf.
• Support hybrid workforce tech including Teams Rooms and collaboration tools.
• Perform patch management and software deployment; monitor endpoint compliance.
• Maintain asset inventory, licensing records, and ITSM docs.
• Mentor Level 1 staff and document SOPs for first-contact resolution.
• Collaborate with Infrastructure and Cybersecurity on incident response and security initiatives.
• Participate in weekly paid on-call rotation.

Skills

Windows

macOS

Microsoft 365

Networking fundamentals

Endpoint security

Enterprise troubleshooting

PowerShell automation

Communication

Problem solving

Organizational skills

Education

Associate's degree in information technology

Bachelor's degree in information technology

Tools

Microsoft Intune

Jamf

Autopilot

Jira Service Management

ServiceNow

ZenDesk

Job description

SILAC Insurance Company seeks a Service Desk Technician II to deliver advanced technical support for Windows and macOS, Microsoft 365, and endpoint management across on-site and remote environments. You will escalate, diagnose, and resolve complex incidents while collaborating with Infrastructure, Security, and Business Applications teams.

The role requires 2–4 years in a help desk, strong communication, and familiarity with Intune, Jamf, Autopilot, and ITSM tools.