Service Desk Analyst II

Americo Financial Life and Annuity•Kansas City, MO

15d•Onsite

About The Position

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 the stability, security, and efficiency of the organization's technology environment.

Requirements

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.
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.
Technical or vocational education
Junior college/two-year college education
Four-year college education
Equivalent hands-on enterprise support experience may be considered in lieu of degree.

Nice To Haves

Working knowledge of macOS Sonoma and Sequoia preferred.
Certifications preferred: CompTIA A+, Network+, Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, or equivalent practical experience.
Tanium and SentinelOne experience are a plus.

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.
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.

Benefits

Competitive pay
Robust bonus program
Comprehensive, paid training program
Generous paid time off (accruing monthly, increasing with tenure, over three weeks annually for new hires)
11 paid company holidays
Maternity and parental leave program
Paid STD and LTD
Flexible benefits
PPO and HDHP medical plan options
HSA and FSA eligibility
Dental coverage
Vision coverage
Company paid life insurance
Disability coverage
Confidential EAP
Wellness program
Comprehensive health resources
Corporate fitness discounts
401(k) plan with employer matching
Tuition reimbursement programs
Paid parking