Service Desk Support Tech

About the role

About Alliance North America

Alliance North America holds the distinction of being named a 2025 Top Workplace in the Manufacturing Industry. This recognition stems entirely from employee feedback regarding the company's culture, values, and overall workplace experience. The organization was founded in 2017 and operates as the exclusive North American supplier for AIRMAN Power Generators, AIRMAN Air Compressors, and the proprietary EBOSS® Hybrid Energy System along with its Smart load bank system. The company's core mission is to Make their World Easier, achieved by answering the phone, deeply understanding customer needs, and taking full ownership to deliver solutions. Operational excellence is demonstrated through a large parts inventory and a shipping rate of over 90% within 24 hours. The company provides world-class support to keep fleets in optimal condition, with a dedicated Support Department offering training on all equipment.

Headquarters are located in Henderson, Nevada, with additional offices in Cypress, California, and Spartanburg, South Carolina. The organization is actively growing and currently seeks a Service Desk Support Technician

Level 2 for an onsite position in Henderson, Nevada. The company requires a technically skilled and process-oriented professional to join the IT support team. This position serves as a critical escalation point for Level One technicians and is fundamental to ensuring timely and thorough resolution of complex incidents and service requests.

The ideal candidate possesses technical proficiency across endpoint devices, networking, identity management, Microsoft 365, and cloud-based support environments. The role demands comfort with structured support environments, meticulous documentation, strict adherence to security and change-management practices, and a commitment to driving continuous improvement across the support function. As a Service Desk Support Technician

Level 2, you will resolve escalated technical issues that extend beyond first-level support. You will collaborate with end-users and technical teams to troubleshoot, diagnose, and resolve incidents spanning a wide range of systems and applications. The position ensures timely ticket resolution, contributes to knowledge base documentation, and works with other IT teams to enhance the overall user experience. Your problem-solving expertise will be vital in delivering a high-quality, professional support experience to ANA employees at all locations.

This position is fully onsite, operating during standard weekday hours from 8:00 AM to 5:00 PM. The role reports directly to the IT Client Services Supervisor.

Key Responsibilities

You will own the complete incident lifecycle from initial intake to final closure. This involves designing support workflows that transform complex issues into clear, repeatable processes. You will implement lasting fixes that maintain system stability and user productivity. Regular reviews with stakeholders will confirm that expectations are met and provide learning opportunities for the team.

Your daily duties include routing incoming alerts and classifying tickets by impact through established support channels. You will construct solutions for intricate endpoint, network, and identity issues, often with guidance from more experienced colleagues. The role involves investigating Microsoft 365 and cloud-based incidents to isolate root causes and test corrective actions. Detailed documentation of each case is essential to ensure future tickets follow clearer paths and reduce repeat effort. You will coordinate with hardware vendors and software teams to advance stalled requests toward completion.

Updating knowledge entries with new fixes, scripts, and known errors strengthens the entire support base. You will guide less experienced staff through structured troubleshooting steps and uphold expected quality standards. The position is responsible for shipping verified resolutions and capturing lessons learned so the group can continuously refine its support practices.

Requirements

The successful candidate brings three to five years of hands-on IT support experience gained in demanding environments. Daily responsibilities include handling endpoint devices, network tools, identity systems, and cloud services. You must communicate clearly in both written and spoken English while rigorously following security and change protocols. The role requires working onsite in Henderson during standard business hours and reporting to the IT Client Services Supervisor.

Benefits and Alignment

Joining Alliance North America means becoming part of an industry-recognized leader in manufacturing workplace satisfaction. The position offers the stability of a tenured role within a growing and scaling organization. You will contribute to a mission that directly assists customers in making their world easier. The location in Henderson, Nevada, provides a dynamic environment within a company that values dedication, technical skill, and continuous improvement.