Service Desk Support Technician II
About ANA:
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 own employees about our culture, values, and workplace experience.
Alliance North America was established in 2017 and is proud to be 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 our customers is to Make their World Easier, by answering the phone, understanding their needs, and taking ownership to provide them solutions. With a large parts inventory and more than 90% of all orders shipping within 24 hours, you never have to worry about spare parts. We help keep your fleet in top condition with our world class Support Department, who are always ready to help and be a resource by providing training on our equipment.
ANA is headquartered in Henderson, Nevada, with locations in Cypress, California, and Spartanburg, South Carolina. ANA is growing and scaling, and we are seeking a Service Desk Support Technician II in an onsite position in Henderson, Nevada. We are seeking a technically skilled and process-oriented Service Desk Support Technician - Level 2 to join our IT support team. This role acts as a critical escalation point for Level One technicians and plays a key role in ensuring timely and thorough resolution of complex incidents and service requests.
The ideal candidate is technically proficient across endpoint, networking, identity, Microsoft 365, and cloud-based support environments. This individual thrives in structured support environments, maintains detailed documentation, follows established security and change-management practices, and contributes to continuous improvement across the support function.
As a Service Desk Support Technician II, you will play a key role in resolving more complex and escalated technical issues that go beyond first-level support. You’ll work closely with both end-users and technical teams to troubleshoot, diagnose, and resolve incidents across a wide range of systems and applications. In this role, you’ll ensure timely resolution of support tickets, contribute to knowledge base documentation, and collaborate with other IT teams to enhance the overall user experience. Your expertise and problem-solving abilities will be essential in delivering a high-quality, professional support experience to ANA employees across all locations.
The position is fully onsite, and the work schedule is weekdays from 8:00 AM-5:00 PM. This role reports to the IT Client Services Supervisor.
Role & 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 and the ability to locate and interpret relevant tenant, resource, identity, and service information.
- Support endpoint administration and device management using tools such as Microsoft Intune or comparable endpoint management 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, while following established authorization and escalation procedures.
- Identify whether an incident is related to the endpoint, local network, identity provider, Microsoft 365 service, Azure service, or another infrastructure component and escalate appropriately.
- Contribute to the improvement of support procedures, troubleshooting guides, and internal knowledge bases.
- Monitor ticket queues to ensure timely resolution and appropriate documentation in accordance with 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.
- Other duties as assigned
Qualifications:
- CompTIA A+ Certification
- 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 concepts, and role-based access control (RBAC).
- Ability to navigate the Azure and Microsoft Entra administration portals and perform basic troubleshooting and support tasks 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.
- 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 recurring incidents and recommend process improvements.
- 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.
- 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 at a conceptual level.
- Identity & Access: Basic understanding of Azure RBAC, least privilege, authentication versus 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 the concept of directory synchronization.
- Intune / Endpoint Management: Basic familiarity with device enrollment, compliance, configuration profiles, application deployment, and common endpoint troubleshooting.
- Networking: Basic understanding of how DNS, IP addressing, VPN connectivity, and cloud networking can affect access to Azure or Microsoft 365 resources.
- Security: Awareness of MFA, privileged access, security groups, least privilege, and the importance of following established security procedures.
- Troubleshooting: Ability to distinguish among endpoint, network, identity, permissions, Microsoft 365, and Azure service issues before escalating.
- Analytical: Uses a methodical diagnostic approach and identifies likely 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.
Required Qualifications:
Preferred Qualifications:
Baseline Azure Knowledge Expectations:
Candidates should have a practical understanding of:
Key Traits for Success:
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 & Perks:
- Competitive pay
- 401k with company contribution
- Medical, Dental, & Vision
- Life Insurance
- Voluntary Accident Insurance
- Voluntary Critical Illness Insurance
- Employee Assistance Program
- Employee Appreciation Programs