Service Desk Support Tech - Level 2

ANA•Henderson, NV

3d•Onsite

About The Position

Alliance North America (ANA) is seeking a technically skilled and process-oriented Service Desk Support Technician - Level 2 to join their 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 - Level 2, 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.

Requirements

CompTIA A+ Certification
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.
You must be based in the United States and authorized to work in the U.S. without employer sponsorship.
ANA does not provide employment-based visa sponsorship for this position at this time.

Nice To Haves

CompTIA Network+ Certification
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.

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