Tier 2 Service Desk Technician (Onsite)

ANA, Inc; Henderson (NV); On-site; USD 81,664,000 - 90,919,000; Full time

Benefits offered by this job

401k with company contribution

Medical, Dental, Vision

Life Insurance

Employee Assistance Program

Employee Appreciation Programs

Job summary

ANA in Henderson, NV, seeks a Service Desk Support Technician - Level 2 for an onsite daytime schedule. You will escalate, diagnose, and resolve moderately complex incidents spanning endpoint, identity, and cloud services, while maintaining thorough documentation and knowledge‑base updates.

Ideal candidates have CompTIA A+ and Network+, 3+ years in help desk, and strong MS 365, Azure Entra ID, and AD skills. Onsite collaboration with IT teams is essential.

Qualifications

• Minimum 3 years in a help desk or service desk role, including at least 1 year in Tier 2.
• Strong working knowledge of Windows and macOS, Microsoft 365, and enterprise apps.
• Hands-on experience with Active Directory, endpoint management tools, and remote access support.
• Familiarity with Azure Entra ID, cloud identity concepts, RBAC, and MFA workflows.
• Knowledge of ticketing systems such as ServiceNow, ManageEngine or Jira.

Responsibilities

• Serve as Tier 2 escalation for issues unresolved by Level 1 staff.
• Troubleshoot hardware, software, network, identity, and cloud-related problems.
• Manage user identities with AD and Entra ID, including MFA and RBAC.
• Support Microsoft 365 authentication, licensing, and synchronization tasks.
• Collaborate with IT teams to resolve cross-functional issues and improve processes.

Skills

CompTIA A+ Certification

CompTIA Network+

Help desk experience

Tier 2 support

Windows/macOS

Microsoft 365

Azure Entra ID

Active Directory

Endpoint management

Remote access support

ServiceNow/Jira

Communication

Tools

ServiceNow

ManageEngine

Jira

Azure Portal

Intune

Job description

ANA in Henderson, NV, seeks a Service Desk Support Technician - Level 2 for an onsite daytime schedule. You will escalate, diagnose, and resolve moderately complex incidents spanning endpoint, identity, and cloud services, while maintaining thorough documentation and knowledge‑base updates.

Ideal candidates have CompTIA A+ and Network+, 3+ years in help desk, and strong MS 365, Azure Entra ID, and AD skills. Onsite collaboration with IT teams is essential.