Service Desk Support Technician - Level 1

About ANA:  

Join a recognized industry leader - Alliance North America was proudly named a 2025 Top Workplace in the Manufacturing Industry, an honor based entirely on feedback from our own employees about our culture, values, and workplace experience.

Alliance North America was established in 2017 and is proud to be the sole North American supplier of AIRMAN Power Generators, AIRMAN Air Compressors, and ANA’s patented EBOSS® Hybrid Energy System and Smart load bank system.  Our commitment to our customers is to Make their World Easier, by answering the phone, understanding their needs, and taking ownership to provide them solutions. With a large parts inventory and more than 90% of all orders shipping within 24 hours, you never have to worry about spare parts. We help keep your fleet in top condition with our world class Support Department, who are always ready to help and be a resource by providing training on our equipment.

Alliance North America (ANA) is headquartered in Henderson, Nevada, with additional locations in Cypress, California and Spartanburg, South Carolina. As we continue to grow and scale, we are seeking a dedicated IT Service Desk professional to join our expanding team in an onsite role based in Henderson, NV. As an IT Service Desk Level One Support Technician, you will play a critical role in supporting the day-to-day technology needs of ANA employees. You will be responsible for processing incident tickets, gathering necessary information to resolve issues, and ensuring timely and accurate ticket closure. Additionally, you will escalate complex issues appropriately to deliver a world-class support experience to our team members across the organization.

In this role, you will serve as the first point of contact for end-users seeking technical assistance. You’ll be instrumental in ensuring that service requests and incidents are handled in a timely, efficient, and structured manner to maintain high levels of service continuity and user satisfaction. The ideal candidate will be passionate about helping others, highly organized, and adept at working in environments guided by well-established service delivery practices and support frameworks and customer-focused and detail-oriented.

The position is fully onsite, and the work schedule is weekdays at 8:00 – 5:00pm. This role reports to the IT Service Desk manager.

• Provide first-line technical support to internal employees via phone, email, and remote support tools.
• Log, categorize, and prioritize incidents and service requests, ensuring accurate and complete information capture.
• Diagnose and resolve basic hardware, software, networking, and account access issues.
• Escalate complex issues to second-level support teams, following proper procedures and maintaining ownership until resolved.
• Monitor and track open tickets to ensure timely resolution and follow-up with end-users.
• Follow predefined procedures for incident handling, service request fulfillment, and routine maintenance tasks.
• Maintain documentation on troubleshooting steps, solutions, and knowledge base articles for recurring issues.
• Assist in proactive system checks, identifying early signs of potential issues and reporting them accordingly.
• Participate in shift coverage, including after-hours or weekend support, as needed.
• Other duties as assigned.

• ITIL Fundamentals Certification (Required – Foundation level or equivalent)
• 2+ year experience in a help desk, technical support, or service desk role.
• Working knowledge of Windows and Mac operating systems, Microsoft 365, and basic networking concepts.
• Experience with remote support tools and ticketing systems (e.g., ServiceNow, Manage Engine, Jira).
• Strong verbal and written communication skills.
• Demonstrated ability to follow structured processes and adapt to changing priorities. 

• Familiarity with identity and access management processes.
• Understanding of SLAs, service delivery workflows, and support metrics.
• Experience supporting mobile devices, VPN connectivity, and cloud-based applications.

• Customer-Centric Mindset – Empathetic, responsive, and focused on resolving issues efficiently.
• Problem Solving – Logical thinking and resourcefulness in diagnosing and resolving common IT issues.
• Process Adherence – Committed to following established procedures and contributing to continuous improvement.
• Communication – Clear and professional in both written and verbal interactions.
• Team Collaboration – Willingness to work cooperatively in a fast-paced environment.

• Root Cause Problem Solving
• Be Creative with Solutions
• Build open and honest relationships
• Build a positive team and family spirit
• Be inclusive
• Look for better ways
• Be humble
• Urgency

• Competitive pay
• 401k with company contribution
• Medical, Dental, & Vision
• Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness Insurance
• Employee Assistance Program
• Employee Appreciation Programs

You must be based in the United States and authorized to work in the U.S. without employer sponsorship. Please be advised that ANA does not provide employment-based visa sponsorship for this position at this time.

ANA is proud to be an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.