Service Desk Analyst II

Americo Financial Life and Annuity; North Kansas City (MO); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401k with employer match

Paid time off

Tuition reimbursement

Job summary

Americo is hiring a full-time Service Desk Analyst II to support associates and contractors in a 1st/2nd line capacity. The role focuses on diagnosing and resolving Windows and macOS issues, managing device enrollment with Intune/Autopilot, and supporting identity and collaboration tools.

The position emphasizes incident resolution, security-conscious endpoint management, and strong customer service in a downtown Kansas City environment. Onsite work hours are 8:00–5:00.

Qualifications

• 24 years of experience in Service Desk/Desktop Support or End User Computing support; enterprise environment preferred.
• Strong working knowledge of Windows 10/11 including OS troubleshooting, drivers, updates and endpoint configuration.
• Working knowledge of macOS Sonoma and Sequoia preferred.
• Hands-on experience with Microsoft 365, Exchange Online, Entra ID, Conditional Access, Intune, Autopilot, MDT, VPN, WLAN, VLAN, TCP/IP, DNS, DHCP, printers/MFPs and peripherals.

Responsibilities

• Provide Tier 1 and Tier 2 support for associates, contractors, and business partners; troubleshoot issues and restore service.
• Image, deploy, and support laptops/desktops using Intune, Autopilot, MDT; manage device lifecycle.
• Provision accounts and support Active Directory, Entra ID, and Microsoft 365; resolve password, MFA, and collaboration app issues.
• Triage network and endpoint security issues; assist with security alerts and policy enforcement.
• Document tickets, manage SLAs, update knowledge articles, and support process improvements.

Skills

Windows 10/11

macOS

Microsoft 365

Active Directory

Entra ID

VPN

Okta

Duo

Cameras/CrowdStrike

MDT

Intune

Autopilot

Freshservice

Cisco Meraki

SonicWall

End user support

Education

Technical or vocational education

Junior college / two-year college

Four-year college education

Other equivalent hands-on enterprise support experience

Tools

Intune

Autopilot

MDT

VPN

Microsoft 365

Job description

Service Desk Analyst II Americo is hiring a full time Service Desk Analyst to join our expanding team The hours for this position are 800 500 onsite at our downtown Kansas City office

Overview This role serves as a critical point of contact for technology support ensuring associates can effectively and securely utilize enterprise systems devices and applications The Service Desk Analyst is responsible for restoring service resolving technical issues and supporting endpoint and identity management and maintaining a high quality user experience while contributing to teh stability security and efficiency of the organizations technology environment

Key Responsibilities

• End User Support and Incident Resolution Provide Tier 1 and Tier 2 support for associates contractors and business partners Troubleshoot Windows 1011 macOS Microsoft 365 Exchange Online VPN printersMFPs peripherals and enterprise application access issues Maintain ownership of incidents and requests through resolution or appropriate escalation
• Endpoint Management Imaging and Device Lifecycle Build deploy and support laptops and desktops using Microsoft Intune Windows Autopilot and MDT Support Windows 11 image standards device enrollment patching application deployment hardware refreshes warrantyRMA coordination and asset lifecycle activities for Dell Lenovo and HP devices
• Identity Access and Collaboration Support Perform account provisioning and access support in Active Directory Entra ID Microsoft 365 and Exchange Online Troubleshoot password MFA Okta Duo Conditional Access mailbox Teams OneDrive and SharePoint issues while following established security and access control procedures
• Network Connectivity and Endpoint Security Triage Troubleshoot TCPIP DNS DHCP VPN VLAN Wi Fi docking station and network access issues Provide initial triage for Cisco Meraki SonicWall CrowdStrike Falcon Microsoft Defender for Endpoint and related endpoint protection alerts escalating security events as required
• Service Management Documentation and Team Enablement Use Freshservice to document tickets manage SLAs update knowledge articles identify recurring issues and contribute to process improvement Serve as a technical resource to junior analysts and participate in endpoint security and service improvement initiatives

Experience and Qualifications

• 24 years of experience in Service Desk Desktop Support or End User Computing support; experience supporting a medium to large enterprise environment preferred
• Strong working knowledge of Windows 1011 including operating system troubleshooting profiles drivers updates performance issues encryption and endpoint configuration
• Working knowledge of macOS Sonoma and Sequoia preferred
• Hands on experience with Microsoft 365 Exchange Online Active Directory Entra ID Conditional Access Intune Autopilot MDT VPN Wi Fi VLAN TCPIP DNS DHCP printersMFPs and peripheral troubleshooting
• Experience with MFA platforms such as Okta and Duo; endpoint security tools such as CrowdStrike Falcon and Microsoft Defender for Endpoint; Freshservice or similar ITSM platform; Cisco Meraki and SonicWall exposure preferred
• Certifications preferred CompTIA A Network Microsoft 365 Fundamentals Microsoft Endpoint Administrator or equivalent practical experience Tanium and SentinelOne experience are a plus
• Education Technical or vocational educationJunior collegetwo year college educationFour year college educationOther Equivalent hands on enterprise support experience may be considered in lieu of degree

About Us

Americo Were in this for life The roots of the Americo family of companies date back more than 100 years Americo is a life insurance and annuity company providing innovative products to our customers At Americo its the people who make things work so we hope you join us

What Youll Love About Working at Americo

Compensation

Our competitive pay and robust bonus program offered to all associates will make you feel valued

Learning and development

We prepare you for success with a comprehensive paid training program Additionally our Talent Development team creates various development opportunities for associates at every stage of their careers

Work life balance

We value work life balance with our generous paid time off; you begin accruing hours every month and they increase with tenure All new hires earn over three weeks of paid time off annually plus 11 paid company holidays We also support new parents with a maternity and parental leave program along with paid STD and LTD

Health and well being

We are committed to your health and are pleased to offer flexible benefits designed to support you and your family with high quality coverage and meaningful company contributions Benefits include PPO and HDHP medical plan options with HSA and FSA eligibility along with dental and vision coverage Additionally we provide company paid life insurance disability coverage a confidential EAP a wellness program comprehensive health resources corporate fitness discounts and a 401k plan with employer matching

Future planning

Americo offers a 401k with a company match We also have tuition reimbursement programs to further your education

Giving back

We support several local organizations such as Ronald McDonald House Hope Lodge the American Red Cross Harvesters and many more Our associates volunteer their time and donate money alongside the company to make a difference in our community

The fun stuff

Americo participates in the Kansas City Corporate Challenge a great way to connect with coworkers Additionally we host events like a Royals Party at the K a legendary Holiday Party and in office events with local vendors to allow associates to step away from work and enjoy each others company Bustling environment Our newly renovated offices are conveniently located in downtown Kansas City within walking distance of your favorite restaurants and attractions Plus youll receive complimentary paid parking near our Americo offices downtown parking is a premium but weve got you covered LI KC2