Service Desk Support Technician II

ANA•Spartanburg, SC

10d•$29 - $32•Onsite

About The Position

Alliance North America (ANA) is hiring a Service Desk Support Technician II to provide Tier 2 technical support to employees across its locations. The role is an escalation point for Level One technicians and resolves moderately complex hardware, software, application, network, identity, Microsoft 365, and cloud-related issues. The technician will work with end-users and technical teams, manage and document support tickets, contribute to knowledge-base resources, follow security and change-management procedures, and help improve support processes. Approximately 90% of the role is IT service desk support and approximately 10% is general office and administrative support for the Duncan, South Carolina office. Administrative work includes answering and routing calls, handling mail and shipments, greeting visitors, maintaining supplies and common areas, and providing reception coverage. The role is fully onsite, with a weekday schedule of 8:00 AM to 5:00 PM EST, and reports to the IT Client Services Supervisor.

Requirements

CompTIA A+ certification.
At least 3 years of help desk or service desk experience, including 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.
Ability to navigate 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.
Professional phone etiquette and a friendly, customer-facing demeanor with callers, visitors, and employees.
Willingness to perform general office and administrative duties, including answering phones, handling mail and shipments, and providing front desk coverage.
Strong organizational and time-management skills, with the ability to balance technical tickets and office duties.
Ability to conduct initial investigation of common Azure and Microsoft cloud service desk issues and escalate infrastructure-level problems with useful diagnostic information.
Must be based in the United States and authorized to work in the U.S. without employer sponsorship.

Nice To Haves

CompTIA Network+ certification.
Microsoft Azure Fundamentals (AZ-900) certification or equivalent practical Azure experience.
Microsoft 365 Fundamentals (MS-900) certification or equivalent Microsoft 365 administration experience.
Experience with PowerShell or other scripting and automation technologies.
Exposure to Microsoft Intune or comparable mobile or endpoint device management platforms.
Experience supporting Microsoft 365 and 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.
Practical understanding of Microsoft Entra ID, Azure Portal, identity and access concepts, Microsoft 365 integration, hybrid identity, Intune and endpoint management, networking, security, and troubleshooting across endpoint, network, identity, permissions, Microsoft 365, and Azure issues.

Responsibilities

Serve as a Tier 2 escalation point for technical issues unresolved by Level One staff.
Troubleshoot and resolve moderately complex hardware, software, application, network, identity, and cloud-related problems.
Perform user and identity management using Active Directory and Microsoft Entra ID, including account, group, access-control, password, and multi-factor authentication support.
Troubleshoot Microsoft 365 and Entra ID authentication, licensing, account synchronization, and access issues.
Navigate the Microsoft Azure portal and locate and interpret tenant, resource, identity, and service information.
Support endpoint administration and device management using Microsoft Intune or comparable platforms.
Assist with system, application, policy, and update deployment and configuration according to established change protocols.
Apply basic Azure role-based access control and least-privilege concepts while following authorization and escalation procedures.
Identify the likely source of incidents across endpoints, local networks, identity providers, Microsoft 365, Azure, and other infrastructure components, and escalate appropriately.
Improve support procedures, troubleshooting guides, and internal knowledge bases.
Monitor ticket queues and ensure timely resolution and 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 and process gaps.
Provide technical guidance and mentorship to Level One staff as needed.
Answer and route incoming calls, take messages, and direct callers to the appropriate person or department.
Receive, sort, and distribute incoming mail and packages, and prepare and process outgoing mail and shipments.
Greet visitors, manage visitor check-in, and notify staff of arrivals.
Monitor and reorder office and IT supplies and keep the front desk and common areas organized.
Provide reception coverage during scheduled breaks, lunches, or absences.
Act as the first point of contact for office equipment issues and coordinate vendor service when needed.
Assist with filing, scanning, data entry, meeting-room setup, and other assigned administrative tasks.
Perform other duties as assigned.