Service Desk Support Technician II

ANA•Spartanburg, SC

7d•Onsite

About The Position

Alliance North America (ANA) is hiring a Service Desk Support Technician II for its IT support team. This onsite role in Duncan, South Carolina, serves as an escalation point for Level One technicians and resolves complex technical incidents and service requests. The technician supports employees across ANA locations, works with end users and technical teams, and contributes to timely ticket resolution, thorough documentation, knowledge-base content, and improvements to the user experience and support processes. Approximately 90% of the role is IT service desk support and 10% is general office and administrative support. Office duties include answering and routing calls, handling mail and shipments, greeting visitors, monitoring supplies, providing reception coverage, coordinating service for office equipment, and assisting with administrative tasks. The position is fully onsite, with a weekday schedule of 8:00 a.m.–5:00 p.m. EST, and reports to the IT Client Services Supervisor. ANA describes itself as the sole North American supplier of AIRMAN Power Generators, AIRMAN Air Compressors, and its EBOSS Hybrid Energy System and Smart load bank system. The company was established in 2017, is headquartered in Henderson, Nevada, and has locations in Cypress, California, and Spartanburg, South Carolina. ANA states that it was named a 2025 Top Workplace in the Manufacturing Industry.

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 RBAC.
Ability to navigate Azure and Microsoft Entra administration portals and perform basic troubleshooting and support 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 front desk coverage.
Strong organizational and time-management skills, with the ability to balance technical tickets and office duties.
Practical Azure knowledge sufficient to investigate common service desk issues independently and escalate infrastructure-level problems with useful diagnostic information; the role is not expected to function as an Azure Cloud Engineer or Azure Administrator.
Must be based in the United States and authorized to work in the United States without employer sponsorship; ANA does not provide employment-based visa sponsorship for this position.

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 and endpoint device management platforms.
Experience supporting O365 or 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.
Basic understanding of Microsoft Entra ID users, groups, authentication, MFA, enterprise applications, and identity troubleshooting.
Ability to navigate the Azure portal, locate resources, review basic configuration and status information, and understand subscriptions and resource groups conceptually.
Basic understanding of Azure RBAC, least privilege, authentication versus authorization, and Conditional Access concepts.
Understanding of the relationship between Microsoft 365, Entra ID, licensing, authentication, and user access.
Basic understanding of hybrid identity, including the relationship between on-premises Active Directory and Microsoft Entra ID and directory synchronization.
Basic familiarity with Intune and endpoint management, including device enrollment, compliance, configuration profiles, application deployment, and common endpoint troubleshooting.
Basic understanding of how DNS, IP addressing, VPN connectivity, and cloud networking can affect access to Azure or Microsoft 365 resources.
Security awareness regarding MFA, privileged access, security groups, least privilege, and established security procedures.
Ability to distinguish endpoint, network, identity, permissions, Microsoft 365, and Azure service issues before escalation.
Analytical, process-driven, customer-focused, mentor-oriented, security-conscious, team-aligned, and flexible approach to work.

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 user and identity management using Active Directory and Microsoft Entra ID, including accounts, security groups, access controls, password issues, and multifactor authentication.
Troubleshoot Microsoft 365 and Entra ID authentication, licensing, account synchronization, and access issues.
Navigate the Microsoft Azure portal and locate and interpret relevant tenant, resource, identity, and service information.
Support endpoint administration and device management using Microsoft Intune or comparable platforms.
Assist with system and application deployment and configuration, policies, and updates according to established change protocols.
Apply basic Azure role-based access control and least-privilege concepts while following authorization and escalation procedures.
Identify whether incidents involve endpoints, local networks, identity providers, Microsoft 365, Azure, or other infrastructure, and escalate appropriately.
Contribute to support procedures, troubleshooting guides, and internal knowledge bases.
Monitor ticket queues to support timely resolution and documentation according to service standards.
Collaborate with infrastructure, network, cloud, and security teams on cross-functional technical issues.
Participate in root cause analysis and provide feedback about recurring incidents and process gaps.
Provide mentorship and technical guidance 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 mail and packages, and prepare outgoing mail and shipments.
Greet visitors, manage 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 contact for office equipment issues and coordinate vendor service when needed.
Assist with filing, scanning, data entry, and meeting-room setup.
Perform other duties as assigned.