Desktop Support Technician

American Century Investments • Kansas City, MO

3d • Hybrid

About The Position

The Desktop Support Technician serves as a primary technology partner for employees, providing hands-on and remote support for desktops, laptops, mobile devices, collaboration technologies, and business applications. This role is responsible for incident resolution, workstation deployment, hardware lifecycle management, executive support, and maintaining a high-quality end-user experience. The ideal candidate combines strong technical troubleshooting skills with exceptional customer service and communication abilities. This position works closely with Service Desk, Endpoint Engineering, Infrastructure, Security, and Application Support teams to ensure a reliable and secure technology environment. This role reports to the Manager, End User Services / IT Operations. This hybrid position will be based out of our Kansas City, Missouri office location. This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without visa sponsorship, now or in the future.

Requirements

• Associate degree in Information Technology, Computer Science, or equivalent relevant work experience.
• 2+ years of desktop support, endpoint support, or IT support experience.
• Experience supporting Windows operating systems and Microsoft 365 applications.
• Experience troubleshooting hardware, software, printers, mobile devices, and peripherals.
• Familiarity with Active Directory, Entra ID, or identity management platforms.
• Experience working within an IT Service Management (ITSM) environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and customer service abilities.
• Demonstrates the American Century Investments Winning Behaviors: Client Focused, Courageous and Accountable, Collaborative, Curious and Adaptable, Competitively Driven.

Nice To Haves

• Experience supporting Intune-managed devices.
• Familiarity with Autopilot, endpoint lifecycle management, and device enrollment technologies.
• Experience supporting Microsoft Teams Rooms and conferencing technologies.
• Experience with ServiceNow or similar ITSM platforms.
• Knowledge of endpoint security and compliance practices.
• CompTIA A+, Network+, or Microsoft certifications preferred.

Responsibilities

• Provide hands-on and remote support for Windows and macOS workstations, laptops, mobile devices, printers, docking stations, and peripherals.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Respond to incidents and service requests while meeting established service level objectives.
• Escalate complex issues to engineering or infrastructure teams when appropriate.
• Document issues, troubleshooting activities, and resolutions within the ITSM platform.
• Configure, deploy, refresh, and retire endpoint devices.
• Support device provisioning using modern endpoint management technologies.
• Perform hardware replacements, upgrades, software installations, and data migrations.
• Maintain accurate inventory and asset management records.
• Assist with workstation relocation and office technology setup activities.
• Deliver responsive, white-glove support for executive leadership and key business stakeholders.
• Support critical meetings, presentations, and technology-related events.
• Quickly resolve issues affecting high-priority users while maintaining professionalism and discretion.
• Support conference rooms, Microsoft Teams Rooms, video conferencing systems, and presentation technologies.
• Assist end users with meeting technology setup and troubleshooting.
• Ensure collaboration technologies remain operational and ready for business use.
• Assist with endpoint security, encryption, patching, and compliance initiatives.
• Support software installation and licensing standards.
• Ensure devices comply with established IT policies and operational practices.
• Partner with Information Security and Endpoint Engineering teams to maintain a secure endpoint environment.
• Serve as a positive ambassador for IT.
• Communicate technical information in a clear and understandable manner.
• Manage user expectations and provide timely updates on support activities.
• Continuously seek opportunities to improve customer satisfaction and service delivery.

Benefits

• Competitive compensation package with bonus plan
• Generous PTO and competitive benefits
• 401k with 5% company match plus annual performance-based discretionary contribution
• Tuition reimbursement, formal mentorship program, live and online learning

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree