Service Desk Support Tech - Level 2

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.   ANA is headquartered in Henderson, Nevada, with locations in Cypress, California, and Spartanburg, South Carolina. ANA is growing and scaling, and we are seeking a Service Desk Support Technician - Level 2 in an onsite position in Henderson, Nevada. We are seeking a technically skilled and process-oriented Service Desk Support Technician - Level 2 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. 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.