Service Desk Analyst II

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

• 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  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
• 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 Sonic Wall Crowd Strike Falcon Microsoft Defender for Endpoint and related endpoint protection alerts escalating security events as required
• Service Management Documentation and Team Enablement 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

• 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 l 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 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
• Education Technical or vocational education
  
  Junior college two year college education
  
  Four year college education
  
  Other Equivalent hands on enterprise support experience may be considered in lieu of degree

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

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 development opportunities for associates at every stage of their careers

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

We are…