Tier 2 IT Service Desk Specialist (Hybrid)

Alliance North America Inc; Spartanburg (SC); Hybrid; USD 39,000 - 44,000; Full time

Benefits offered by this job

Competitive pay

401k with company contribution

Medical, Dental, Vision

Life Insurance

Voluntary Accident Insurance

Voluntary Critical Illness Insurance

Employee Assistance Program

Employee Appreciation Programs

Job summary

Alliance North America Inc. in Spartanburg, SC, is seeking a Service Desk Support Technician II for a hybrid onsite role.

You will be the Tier 2 escalation point for complex issues, troubleshooting hardware, software, network, identity, and cloud problems, and supporting AD/Entra ID and Microsoft 365 environments. The role blends IT support (90%) with light office duties (10%), requires CompTIA A+ and Network+ certs, 3+ years in a help desk, strong communication, and customer focus.

Qualifications

• CompTIA A+ Certification is required.
• 3+ years in a help desk or service desk role, with at least 1 year in a Tier 2 capacity.
• Strong working knowledge of Windows, 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.
• Ability to navigate Azure and Entra administration portals and perform basic troubleshooting.
• Excellent communication, documentation, and customer service skills.

Responsibilities

• Serve as a Tier 2 escalation point for technical issues unresolved by Level 1 staff.
• Troubleshoot and resolve 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 RBAC and MFA.
• Troubleshoot Microsoft 365 and Entra ID authentication, licensing, and access-related issues.
• Support endpoint administration and device management using Intune or comparable tools.
• Collaborate with infrastructure, network, cloud, and security teams to resolve cross-functional issues.

Skills

Customer service

Communication

Documentation

Phone etiquette

Team collaboration

Education

CompTIA A+ Certification – Required

CompTIA Network+ Certification – Strong plus

Tools

Windows

macOS

Microsoft 365

Active Directory

Azure Entra ID

Intune

Job description

Alliance North America Inc. in Spartanburg, SC, is seeking a Service Desk Support Technician II for a hybrid onsite role.

You will be the Tier 2 escalation point for complex issues, troubleshooting hardware, software, network, identity, and cloud problems, and supporting AD/Entra ID and Microsoft 365 environments. The role blends IT support (90%) with light office duties (10%), requires CompTIA A+ and Network+ certs, 3+ years in a help desk, strong communication, and customer focus.