Service Desk Support Technician II

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 an Service Desk Support Technician II in an onsite position in Spartanburg, SC.

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.

We are seeking a technically skilled and process-oriented Service Desk Support Technician II  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.

This is a hybrid position. Approximately 90% of the role is dedicated to IT service desk support, and approximately 10% to general office and administrative support for the Duncan, South Carolina office, including answering phones, handling mail and shipments, and front desk coverage. The ideal candidate enjoys hands-on technical work and is equally comfortable being a friendly, professional first point of contact for callers and visitors.

The position is fully onsite, and the work schedule is weekdays from 8:00 AM-5:00 PM EST. This role reports to IT Client Services Supervisor.

 

 

 

CompTIA A+ Certification – Required

CompTIA Network+ Certification – Strong plus

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.

Professional phone etiquette and a friendly, customer-facing demeanor when working 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 throughout the day.

Baseline Azure Knowledge Expectations: 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.