Service Desk Support Tech - Level 2

Join a recognized industry leader—Alliance North America was proudly named a 2025 Top Workplace in the Manufacturing Industry, an honor based entirely on feedback from our employees about our culture, values, and workplace experience. Established in 2017, Alliance North America is the sole North American supplier of AIRMAN Power Generators, AIRMAN Air Compressors, and ANA’s patented EBOSS® Hybrid Energy System and Smart load bank system. Our commitment to customers is to Make their World Easier by answering the phone, understanding their needs, and taking ownership to provide solutions. With a large parts inventory and over 90% of orders shipping within 24 hours, spare parts are always available. We help keep your fleet in top condition with our world-class Support Department, providing training and resources for our equipment.

ANA is headquartered in Henderson, Nevada, with additional locations in Cypress, California, and Spartanburg, South Carolina. We are growing and seeking a technically skilled and process-oriented Service Desk Support Technician - Level 2 to join our IT support team in an onsite position in Henderson, Nevada. This role acts as a critical escalation point for Level One technicians and ensures timely resolution of complex incidents and service requests. The ideal candidate is proficient across endpoint, networking, identity, Microsoft 365, and cloud-based support environments, thrives in structured support settings, and contributes to continuous improvement.

About the Role

As a Service Desk Support Technician - Level 2, you will resolve complex and escalated technical issues beyond first-level support. You’ll collaborate with end-users and technical teams to troubleshoot, diagnose, and resolve incidents across systems and applications. Your role ensures timely ticket resolution, contributes to knowledge base documentation, and enhances the overall user experience. This fully onsite position operates on weekdays from 8:00 AM to 5:00 PM and reports to the IT Client Services Supervisor.

Responsibilities

• Serve as a Tier 2 escalation point for technical issues unresolved by Level 1 staff.
• Troubleshoot and resolve moderately complex hardware, software, application, network, identity, and cloud-related problems.
• Perform advanced user and identity management using Active Directory and Microsoft Entra ID, including user accounts, security groups, access controls, password issues, and multi-factor authentication.
• Troubleshoot Microsoft 365 and Entra ID authentication, licensing, account synchronization, and access-related issues.
• Demonstrate working familiarity with the Microsoft Azure portal to locate and interpret tenant, resource, identity, and service information.
• Support endpoint administration and device management using tools such as Microsoft Intune or comparable platforms.
• Assist with deployment and configuration of systems, applications, policies, and updates in accordance with established change protocols.
• Apply basic Azure role-based access control (RBAC) and least-privilege concepts when troubleshooting access issues.
• Identify whether an incident relates to the endpoint, local network, identity provider, Microsoft 365 service, Azure service, or other infrastructure components and escalate appropriately.
• Contribute to the improvement of support procedures, troubleshooting guides, and internal knowledge bases.
• Monitor ticket queues to ensure timely resolution and proper documentation per service standards.
• Collaborate with infrastructure, network, cloud, and security teams to resolve cross-functional technical issues.
• Participate in root cause analysis and provide feedback on recurring incidents or process gaps.
• Provide mentorship and technical guidance to Level One staff as needed.
• Perform other duties as assigned.

Requirements

• CompTIA A+ Certification (required).
• CompTIA Network+ Certification (strong plus).
• Minimum of 3 years of experience in a help desk or service desk role, with at least 1 year in a Tier 2 capacity.
• Strong working knowledge of Windows and macOS, Microsoft 365, and common enterprise applications.
• Hands-on experience with Active Directory, endpoint management tools, and remote access support.
• Working knowledge of Microsoft Azure and Microsoft Entra ID in an enterprise environment.
• Understanding of cloud identity concepts, including users, groups, authentication, MFA, conditional access, and role-based access control (RBAC).
• Ability to navigate the Azure and Microsoft Entra administration portals and perform basic troubleshooting within established permissions.
• Familiarity with service management and ticketing platforms such as ServiceNow, ManageEngine, or Jira.
• Solid understanding of network fundamentals, including TCP/IP, DNS, DHCP, VLANs, and VPNs.
• Excellent communication, documentation, and customer service skills.

Preferred Qualifications

• Microsoft Azure Fundamentals (AZ-900) certification or equivalent practical Azure experience.
• Microsoft 365 Fundamentals (MS-900) or equivalent Microsoft 365 administration experience.
• Experience with PowerShell or other scripting/automation technologies.
• Experience with Microsoft Intune or comparable mobile/endpoint device management platforms.
• Exposure to virtualization platforms such as VMware or Hyper-V.
• Experience supporting hybrid Active Directory / Microsoft Entra ID environments.
• Participation in project-based technical rollouts, migrations, or Microsoft 365/Azure initiatives.
• Ability to analyze support metrics and recommend process improvements.

Baseline Azure Knowledge Expectations

A Level 2 technician is not expected to function as an Azure Cloud Engineer or Azure Administrator but should possess enough Microsoft cloud knowledge to independently perform initial investigation, resolve common service desk issues, and escalate infrastructure-level problems with useful diagnostic information. Candidates should have a practical understanding of:

• Microsoft Entra ID: Users, groups, authentication, MFA, enterprise applications, and basic identity troubleshooting.
• Azure Portal: Ability to navigate the portal, locate resources, review basic configuration and status information, and understand subscriptions and resource groups.
• Identity & Access: Basic understanding of Azure RBAC, least privilege, authentication vs. authorization, and Conditional Access concepts.
• Microsoft 365 Integration: Understanding of the relationship between Microsoft 365, Entra ID, licensing, authentication, and user access.
• Hybrid Identity: Basic understanding of the relationship between on-premises Active Directory and Microsoft Entra ID, including directory synchronization.
• Intune / Endpoint Management: Basic familiarity with device enrollment, compliance, configuration profiles, application deployment, and endpoint troubleshooting.
• Networking: Basic understanding of how DNS, IP addressing, VPN connectivity, and cloud networking affect access to Azure or Microsoft 365 resources.
• Security: Awareness of MFA, privileged access, security groups, least privilege, and the importance of following security procedures.
• Troubleshooting: Ability to distinguish among endpoint, network, identity, permissions, Microsoft 365, and Azure service issues before escalating.

Key Traits for Success

• Analytical: Uses a methodical diagnostic approach to identify root causes rather than relying solely on scripted fixes.
• Process-Driven: Follows established support, security, escalation, and change-management workflows and helps improve them.
• Customer-Focused: Provides clear, professional, and empathetic communication and follows issues through resolution.
• Mentor-Oriented: Provides technical guidance to Level One technicians and helps develop their troubleshooting skills.
• Security-Conscious: Understands the impact of identity, access, and administrative changes and follows least-privilege principles.
• Team-Aligned: Works effectively across support, infrastructure, cloud, network, security, and operations teams.

ANA’s Core Values

• Root Cause Problem Solving
• Be Creative with Solutions
• Build open and honest relationships
• Build a positive team and family spirit
• Be inclusive
• Look for better ways
• Be humble
• Urgency

Benefits

• Competitive pay
• 401k with company contribution
• Medical, Dental, & Vision
• Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness Insurance
• Employee Assistance Program
• Employee Appreciation Programs

Pay

The hourly rate for this role is $28.50 – $31.73 per hour. Final compensation will be determined by the candidate’s qualifications, experience, skills, and pay equity considerations. You must be based in the United States and authorized to work in the U.S. without employer sponsorship.