Level 2 Service Desk Technician - Hybrid IT Support

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

Job summary

Apex Technology Corporation in Cornelius, NC seeks a Level 2 Service Desk Technician to handle escalated issues, perform advanced troubleshooting, and support Level 1 technicians. This role emphasizes problem resolution and adherence to established processes.

You will assist with Windows 10/11, Active Directory, Microsoft 365, and networking. Collaboration with the Network/Systems Engineering team is key for complex incidents and ongoing improvement.

Qualifications

• 2–4 years IT support experience in an MSP or helpdesk environment.
• Strong hands-on experience supporting end users in a production environment.
• Solid understanding of Windows OS (advanced troubleshooting), Active Directory, Microsoft 365, and networking fundamentals.
• Experience working in 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, not just temporarily patched.
• Escalate appropriately to the Network/Systems Engineer (Level 3) when issues exceed scope.
• Log all work accurately and in real time in ConnectWise; meet SLA targets.
• Follow all standard operating procedures documented in IT Glue and maintain security best practices.

Skills

Windows OS

Active Directory

Microsoft 365

Networking fundamentals

ConnectWise

Tools

ConnectWise

ScreenConnect

IT Glue

Azure

Job description

Apex Technology Corporation in Cornelius, NC seeks a Level 2 Service Desk Technician to handle escalated issues, perform advanced troubleshooting, and support Level 1 technicians. This role emphasizes problem resolution and adherence to established processes.

You will assist with Windows 10/11, Active Directory, Microsoft 365, and networking. Collaboration with the Network/Systems Engineering team is key for complex incidents and ongoing improvement.