Service Desk Support Technician - Level 2

Service Desk Support Technician - Level 2

Henderson, Nevada

Information Technology

Full-time / On-site

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. Alliance North America (ANA) is headquartered in Henderson, Nevada, with additional locations in Cypress, California and Spartanburg, South Carolina. As we continue to grow and scale, we are seeking a dedicated IT Service Desk professional to join our expanding team in an onsite role based in Henderson, NV. As an IT Service Desk Level Two Support Technician, 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 ideal candidate is technically skilled and process-oriented. 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 not only technically proficient but also thrives in structured support environments, maintains detailed documentation, and contributes to continuous improvement efforts across the support function. The position is fully onsite, and the work schedule is weekdays at 8:00 – 5:00pm. This role reports to the IT Service Desk manager.

Role & Responsibilities:

• Serve as a Tier 2 escalation point for technical issues unresolved by Level One staff.
• Troubleshoot and resolve moderately complex hardware, software, application, and network-related problems.
• Perform advanced user account management, including group policies, access controls, and multi-factor authentication support.
• Support and administer enterprise tools such as endpoint management systems, cloud collaboration platforms, and virtualization technologies.
• Assist with deployment and configuration of systems, applications, and updates in accordance with change protocols.
• 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, 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 required
• CompTIA Network+ Certification required
• ITIL Fundamentals Certification required
• 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 Mac operating systems, Microsoft 365, and common enterprise applications
• Hands-on experience with Active Directory, endpoint management tools, and remote access support
• Familiarity with service management and ticketing platforms (e.g., ServiceNow, Manage Engine, Jira)
• Solid understanding of network fundamentals (e.g., TCP/IP, DNS, DHCP, VLANs, VPNs)
• Excellent communication, documentation, and customer service skills
• Preferred Qualifications:
• Experience with scripting, automation, or PowerShell
• Exposure to virtualization platforms (e.g., VMware, Hyper-V)
• Understanding of mobile device management (e.g., Intune, Jamf)
• Participation in project-based technical rollouts or migrations
• Ability to analyze metrics related to support trends and suggest process enhancements

Key Competencies:

• Analytical: Strong diagnostic mindset with a methodical approach to troubleshooting
• Process-Driven: Follows established support workflows and helps refine them
• Customer-Focused: Ensures clear, empathetic communication and follow-up
• Mentor-Oriented: Supports and uplifts junior team members
• Team-Aligned: Works effectively across support, infrastructure, and operations

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

$28.50 - $31.73 an hour

The hourly range for this role is $28.50 - $31.73 per hour, which serves as a guide for pay decisions. Final compensation will be determined by a variety of factors, such as the candidate's qualifications, experience, and skills, as well as pay equity considerations. You must be based in the United States and authorized to work in the U.S. without employer sponsorship. Please be advised that ANA does not provide employment-based visa sponsorship for this position at this time. ANA is proud to be an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.