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Expect scenario questions on escalations, password/identity issues, VPN or client connectivity, and how you prioritize under SLA pressure. Be ready to walk through a ticket from intake to closure, what you document, and when you escalate. Prepare examples of calming frustrated users and mentoring junior techs.
Strong fit if you already resolve L2 service-desk issues cleanly, write clear tickets, and stay calm on the phone or chat. On-site in Henderson (not remote), so local reliability and shift coverage matter as much as technical depth.
As a Service Desk Support Tech – Level 2 at Ana-corp in Henderson, you will own escalated tickets that Level 1 cannot close. A typical day includes triaging queues, remote troubleshooting (accounts, devices, apps, network basics), documenting root cause and fixes, and handing complex issues to engineering or vendors. You will also coach Level 1 staff, update knowledge articles, and meet SLAs for response and resolution while keeping end users informed.
No. The listing is for Henderson, Nevada, with remote set to off, so plan on local or on-site support.
Level 2 owns escalated incidents beyond first-line resets and basic how-tos: deeper diagnosis, workarounds, and clean handoffs when infrastructure or app teams are needed.
Hands-on ticket ownership, solid Windows/desktop and identity troubleshooting, clear documentation, and comfort coaching Level 1 while protecting SLAs.
Service Desk Support Tech - Level 2 at Ana-corp in Henderson, Nevada Role Overview This position is an essential part of our IT support team. As a Service Desk Support Technician - Level 2, you will serve as the primary escalation point for Level One technicians and ensure timely resolution of complex incidents and service requests. You must be proficient in endpoint, networking, identity management, Microsoft 365, and cloud-based support environments. Core Duties Elevate and resolve Level One tickets to a higher level if necessary Provide technical support for endpoint devices, networks, and cloud services Ensure detailed documentation of all incidents and resolutions Follow established security and change management protocols Collaborate with other IT teams to resolve complex issues Skills & Qualifications Technical proficiency in endpoint, networking, identity management, Microsoft 365, and cloud-based support environments Experience with structured support environments Able to maintain detailed documentation of all incidents and resolutions Familiarity with security and change management protocols Strong communication skills for interacting with customers and team members About the Company Ana-corp, headquartered in Henderson, Nevada, is a recognized industry leader. Alliance North America was named a 2025 Top Workplace in the Manufacturing Industry based on employee feedback about culture, values, and workplace experience. Established in 2017, Ana-corp supplies AIRMAN Power Generators, AIRMAN Air Compressors, and ANA’s patented EBOSS® Hybrid Energy System and Smart load bank system. Our commitment is to Make their World Easier by providing top-notch support for our customers. Ready to Apply? To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.
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