Level 2 Service Desk Technician — Complex IT & Escalations

Apex Technology Corporation

Cornelius (NC)

Hybrid

USD 60,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Hybrid work option

On-the-job training

Quarterly incentives

Job summary

Apex Technology Corporation is seeking a Level 2 Service Desk Technician to join our Cornelius, NC team. This mid-level role resolves escalated issues, handles complex troubleshooting, and supports Level 1 technicians while maintaining service quality.

You will work with Windows 10/11, Active Directory, and Microsoft 365, with escalation to Network/Systems Engineers as needed. Responsibilities include remote troubleshooting, ticket management in ConnectWise, and comprehensive documentation in IT

Qualifications

2-4 years IT support experience in an MSP or helpdesk environment.
Solid understanding of Windows OS, Active Directory, Microsoft 365, and networking fundamentals.
Experience using a ticketing system (ConnectWise preferred).
Ability to troubleshoot independently and manage multiple tickets simultaneously.
Strong written and verbal communication skills.

Responsibilities

Resolve complex technical issues across endpoints and user environments.
Identify root causes and ensure complete resolution beyond quick fixes.
Escalate to Network/Systems Engineer when scope exceeds level 2 responsibilities.
Log work in ConnectWise and maintain accurate ticket history.
Follow IT Glue procedures and Apex security best practices.