Service Desk Analyst II

Americo is hiring a full‑time Service Desk Analyst to join our expanding team!
The hours for this position are 8:00 - 5:00, onsite at our downtown Kansas City office!

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 organization's technology environment.

• Provide Tier 1 and Tier 2 support for associates, contractors, and business partners. Troubleshoot Windows 10/11, macOS, Microsoft 365, Exchange Online, VPN, printers/MFPs, peripherals, and enterprise application access issues. Maintain ownership of incidents and requests through resolution or appropriate escalation.

• 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, warranty/RMA coordination, and asset lifecycle activities for Dell, Lenovo, and HP devices.

• Perform account provisioning and access support in Active Directory, Entra , Microsoft 365, and Exchange Online. Troubleshoot password, MFA, Okta, Duo, Conditional Access, mailbox, Teams, One Drive, and SharePoint issues while following established security and access control procedures.

• Troubleshoot TCP/IP, DNS, DHCP, VPN, VLAN, Wi‑Fi, docking station, and network access issues. Provide initial triage for Cisco Meraki, Sonic Wall, Crowd Strike Falcon, Microsoft Defender for Endpoint, and related endpoint protection alerts, escalating security events as required.

• Use Fresh service 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.

• 2–4+ 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 10/11, 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 , Conditional Access, Intune, Autopilot, MDT, VPN, Wi‑Fi, VLAN, TCP/IP, DNS, DHCP, printers/MFPs, and peripheral troubleshooting.
• Experience with MFA platforms such as Okta and Duo; endpoint security tools such as Crowd Strike Falcon and Microsoft Defender for Endpoint;
  Fresh service or similar ITSM platform;
  Cisco Meraki and Sonic Wall exposure preferred.
• Certifications preferred:
  CompTIA A+, Network+, Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, or equivalent practical experience. Tanium and Sentinel One experience are a plus.

• Technical or vocational education
• Four‑year college education
• Other:
  Equivalent hands‑on enterprise support experience may be considered in lieu of degree.

Americo:
We’re 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, it’s the people who make things work, so we hope you join us!

What You’ll Love About Working at Americo:

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

We prepare you for success with a comprehensive, paid training program. Additionally, our Talent Development team creates various…