Service Desk Analyst II

About the role

The Service Desk Analyst 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 the stability, security, and efficiency of the organization's technology environment.

Key Responsibilities

• 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 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.
• Triage Troubleshoot TCP/IP, 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.
• 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

• 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 ID, 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 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.

About Us

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!

Compensation

What You’ll Love About Working at Americo: 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 401(k) plan with employer matching. Future planning Americo offers a 401(k) 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 other’s company. Bustling environment Our newly renovated offices are conveniently located in downtown Kansas City, within walking distance of your favorite restaurants and attractions. Plus, you’ll receive complimentary paid parking near our Americo offices – downtown parking is a premium, but we’ve got you covered.