Advanced Desktop Support Technician II

Apex Systems; Detroit (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision, life, and DIS

401(k) and ESPP

HSA with HDHP plan

Employee Assistance Program (EAP)

Certification/training support

Job summary

Apex Systems in the United States is seeking a Level 2 Desktop Support Technician to provide advanced end-user support and resolve escalated tickets. The role involves deploying IT systems, maintaining IT security, and collaborating with Level 1 technicians and other IT teams to ensure smooth technology operations.

You will troubleshoot complex hardware/software issues, manage AD accounts, and contribute to IT projects and documentation.

Qualifications

• Associate or bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• 2+ years of IT support, desktop support, or help desk experience with escalation focus.

Responsibilities

• Provide second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot and resolve escalated hardware and software issues from Level 1 support.
• Install, configure, and upgrade operating systems and applications.
• Manage user accounts, permissions, and access controls in Active Directory and other identity management systems.
• Support network connectivity issues, including LAN, Wi-Fi, VPN, and remote access troubleshooting.
• Deploy and manage desktop imaging solutions for device rollouts and replacements.
• Assist in IT security initiatives, including antivirus management, encryption, and compliance adherence.
• Create and maintain technical documentation, procedures, and knowledge base articles for IT staff and end-users.
• Provide training and mentorship to Level 1 support technicians.
• Work closely with system administrators and network engineers to diagnose and resolve more complex IT infrastructure issues.
• Support IT asset management, ensuring proper tracking of hardware and software licenses.
• Participate in IT projects, system upgrades, and innovative technology rollouts.
• Ensure timely resolution of issues and meet service level agreements (SLAs).

Skills

Windows & macOS

Microsoft 365

AD & Group Policy

Networking (DNS/DHCP/VPN)

Imaging tools (SCCM/MDT/Intune)

Remote support tools

Cybersecurity basics

Scripting (PowerShell/Python)

IT ticketing (ServiceNow/Jira)

Education

Associate or Bachelor’s degree in IT, Computer Science, or related field

Tools

SCCM

MDT

Intune

ServiceNow

Jira

Job description

Apex Systems in the United States is seeking a Level 2 Desktop Support Technician to provide advanced end-user support and resolve escalated tickets. The role involves deploying IT systems, maintaining IT security, and collaborating with Level 1 technicians and other IT teams to ensure smooth technology operations.

You will troubleshoot complex hardware/software issues, manage AD accounts, and contribute to IT projects and documentation.