Service Desk Support Tech - Level 2
On-siteHenderson, Nevada, United States
Job Summary
Serve as a Tier 2 escalation point for unresolved Level 1 technical issues, troubleshooting moderately complex hardware, software, application, network, identity, and cloud-related problems. Perform advanced user and identity management using Active Directory and Microsoft Entra ID, including account provisioning, security groups, access controls, and multi-factor authentication. Troubleshoot Microsoft 365 and Entra ID authentication, licensing, synchronization, and access issues while demonstrating familiarity with the Azure portal for tenant and resource investigation. Support endpoint administration via Intune, assist with system deployments and updates per change protocols, and apply Azure RBAC and least-privilege concepts to resolve access problems. Monitor ticket queues for timely resolution, contribute to knowledge base documentation, and collaborate with infrastructure, network, and security teams to resolve cross-functional incidents. Participate in root cause analysis, provide feedback on process gaps, and offer mentorship to Level One staff. Work onsite in Henderson, Nevada, from 8:00 AM to 5:00 PM, reporting to the IT Client Services Supervisor.
Required Qualifications
- CompTIA A+ Certification
- CompTIA Network+ Certification
- Minimum of 3 years of experience in a help desk or service desk role
- At least 1 year in a Tier 2 capacity
- Strong working knowledge of Windows and macOS
- Strong working knowledge of Microsoft 365
- Strong working knowledge of common enterprise applications
- Hands-on experience with Active Directory
- Hands-on experience with endpoint management tools
- Hands-on experience with remote access support
- Working knowledge of Microsoft Azure
- Working knowledge of Microsoft Entra ID
- Working knowledge of Microsoft Entra ID in an enterprise environment
- Understanding of cloud identity concepts
- Understanding of users, groups, authentication, MFA, conditional access concepts, and role-based access control (RBAC)
- Ability to navigate the Azure and Microsoft Entra administration portals
- Ability to 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
- Understanding of TCP/IP
- Understanding of DNS
- Understanding of DHCP
- Understanding of VLANs
- Understanding of VPNs
- Excellent communication skills
- Excellent documentation skills
- Excellent customer service skills
- Must be based in the United States
- Must be authorized to work in the U.S. without employer sponsorship
- ANA does not provide employment-based visa sponsorship for this position
Desired Qualifications
- Microsoft Azure Fundamentals (AZ-900) certification
- Equivalent practical Azure experience
- Microsoft 365 Fundamentals (MS-900) certification
- Equivalent Microsoft 365 administration experience
- Experience with PowerShell
- Experience with other scripting/automation technologies
- Experience with Microsoft Intune
- Experience with comparable mobile/endpoint device management platforms
- Exposure to virtualization platforms such as VMware or Hyper-V
- Experience supporting hybrid Active Directory / Microsoft Entra ID environments
- Participation in project-based technical rollouts
- Participation in migrations
- Participation in Microsoft 365/Azure initiatives
- Ability to analyze support metrics
- Ability to recommend process improvements
- Analytical mindset using a methodical diagnostic approach
- Process-Driven mindset following established workflows
- Customer-Focused mindset providing clear, professional, and empathetic communication
- Mentor-Oriented mindset providing technical guidance to Level One technicians
- Security-Conscious mindset understanding least-privilege principles
- Team-Aligned mindset working effectively across support, infrastructure, cloud, network, security, and operations teams
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.