Level 2 Service Desk Technician — Advanced IT Troubleshooter

Apex Technology Corporation; Cornelius (NC); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Quarterly incentives

On-the-job training

Team-based work environment

Job summary

Apex Technology Corporation is seeking a Level 2 Service Desk Technician in Cornelius, NC. The role focuses on resolving escalated issues, advanced troubleshooting, and supporting Level 1 technicians.

You will work in a hybrid environment and handle Windows 10/11, Active Directory, and Microsoft 365 tasks. Ideal candidates have 2–4 years of IT support experience, strong communication skills, and familiarity with ConnectWise and IT Glue.

Qualifications

• 2–4 years of IT support experience in MSP or helpdesk environment.
• Strong hands-on experience supporting end users in production environments.
• Solid understanding of Windows OS, Active Directory, Microsoft 365, and networking fundamentals.
• Experience with a ticketing system (ConnectWise preferred).
• Ability to troubleshoot independently and manage multiple tickets simultaneously.
• Strong written and verbal communication skills.

Responsibilities

• Troubleshoot and resolve complex technical issues across endpoints, systems, and user environments.
• Identify root cause and ensure issues are fully resolved.
• Escalate to Level 3 when issues exceed scope.
• Log all work in ConnectWise.
• Maintain process adherence and documentation in IT Glue.

Skills

Windows OS

Active Directory

Microsoft 365

Networking fundamentals

ConnectWise

Ticketing systems

Communication

Tools

ScreenConnect

IT Glue

ConnectWise

Azure

Job description

Apex Technology Corporation is seeking a Level 2 Service Desk Technician in Cornelius, NC. The role focuses on resolving escalated issues, advanced troubleshooting, and supporting Level 1 technicians.

You will work in a hybrid environment and handle Windows 10/11, Active Directory, and Microsoft 365 tasks. Ideal candidates have 2–4 years of IT support experience, strong communication skills, and familiarity with ConnectWise and IT Glue.