Service Desk Analyst II - Elevate End-User Support (Onsite)

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

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.