Desktop Support Technician

About Us American Century Investments® is a leading global asset manager with over 65 years of experience helping a broad base of clients achieve their financial goals. Our expertise spans global equities and fixed income, multi-asset strategies, ETFs, and private investments. Privately owned and independent, we focus solely on investment management. But there’s an unexpected side to us, too. We direct 40% of our dividends every year—over $2 billion since 2000—to the Stowers Institute for Medical Research. Our ongoing financial support drives the Institute’s breakthrough work and mission of defeating life-threatening diseases like cancer and Alzheimer’s. So, the better we do for our clients, the more we can do for everyone. All who work here around the globe are inspired every day by the unique difference our hard work can make in so many lives. It shows in the curiosity we bring to every initiative, the deep relationships we build with our clients, and the way we treat each other in the hallway. If you’re excited to learn more about us, we can’t wait to learn more about you. Role Summary 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. How You Will Make an Impact End User Support & Incident Resolution 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. Workstation Deployment & Lifecycle Management 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. Executive & VIP Support 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. Collaboration & Meeting Technology Support 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. Endpoint Compliance & Operational Support 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. Customer Service & User Experience 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. What You Bring to the Team (Required) 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. Additional Assets (Preferred) 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. Success Measures Consistently meets or exceeds service level objectives. Maintains high end-user satisfaction scores. Successfully deploys and refreshes endpoint devices according to standards. Reduces recurring incidents through proactive issue identification and documentation. Maintains compliance with endpoint security and operational requirements. Demonstrates professionalism and reliability when supporting employees and executives. The above statements are not intended to be a complete list of all responsibilities, duties, and skills required. What We Offer 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 Learn more about our benefits and perks. Employees are required to be in the office on a scheduled frequency. Adherence to this schedule is essential to fulfilling the expectations of the role. American Century Investments is committed to complying with the Americans with Disabilities Act and all other applicable Equal Employment Opportunity laws and regulations. As such, American Century strives to provide a reasonable accommodation to any qualified individual under the ADA to perform essential job functions. We encourage people of all backgrounds to join us on our mission. If you require reasonable accommodation for any aspect of the recruitment process, please send a request to [email protected]. All requests for accommodation will be addressed as confidentially as practicable. American Century Investments believes all individuals are entitled to equal employment opportunity and advancement opportunities without regard to race, religious creed, color, sex, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age for individuals forty years of age and older, military and veteran status, sexual orientation, and any other basis protected by applicable federal, state and local laws. ACI does not discriminate or adopt any policy that discriminates against an individual or any group of individuals on any of these bases. #LI-Hybrid