Level II Desktop Support

Apex Systems; San Diego (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Apex Systems is seeking a Level II Desktop Support specialist in a strict 100% onsite role in San Diego. You will deliver hands-on end-user support for Windows and Mac devices, deploy and troubleshoot desktops, printers, and peripherals, and assist with Citrix VDI and conference room technology.

You’ll work with Active Directory, Azure, Intune/Autopilot, and Microsoft 365, ensuring timely incident resolution within SLAs while documenting solutions and contributing to knowledge bases.

Qualifications

• 2+ years of desktop support or IT operations experience.
• Hands-on with Windows and Mac environments.
• Experience with Citrix VDI, conference room tech, and networking.
• Experience with Active Directory, Azure, Intune/Autopilot, and Microsoft 365.
• Excellent communication and customer-service orientation.

Responsibilities

• Respond to incidents and service requests via ticketing system and resolve quickly.
• Deploy, configure, and troubleshoot laptops, desktops, printers, and peripherals.
• Reimage computers and perform OS deployment/re-imaging as per standards.
• Support remote users including VPN connectivity and access issues.
• Maintain knowledge articles and follow ITIL-based processes for changes and incidents.
• Collaborate with AD, Networking, Security teams, and third-party vendors.
• Provide high-touch support for executives and onsite staff.

Skills

Windows troubleshooting

Mac troubleshooting

End-user support

Troubleshooting & problem-solving

Customer service orientation

Communication skills

Education

Associate degree or IT certificate

Tools

Citrix VDI

Active Directory

Azure

Microsoft Intune/Autopilot

Office 365 / Microsoft 365

VPN connectivity

Job description

## Job Description# Level II Desktop Support* Provide Tier 2 support for end-user computing devices and serve as an escalation point for Tier 1 support.* Respond to incidents and service requests through a ticketing system and provide timely resolution in a fast-paced business environment.* Deploy, configure, and troubleshoot laptops, desktops, printers, multifunction printers, wireless devices, and other end-user technology.* Reimage computers and hard drives in accordance with established standards.* Perform move, add, and change activities, including equipment installation and decommissioning.* Install, configure, and troubleshoot Windows operating systems, Microsoft Office, Microsoft 365, and internet browsers.* Install, configure, and troubleshoot Mac/Apple operating systems and applications.* Configure and support remote users, including VPN connectivity and troubleshooting.* Support workstation setup, Citrix VDI environments, conference room technology, and basic networking needs.* Provide technical guidance, customer training, and knowledge documentation.* Follow ITIL-based change, incident, and problem management processes.* Troubleshoot incidents and fulfill service requests within established SLAs.* Follow Desktop and End User Computing processes, procedures, policies, and job aids.* Provide high-touch, personalized IT support, including support for executives and senior-level employees.* Partner with teams including Active Directory, Messaging, Network, Engineering, Information Security, Service Desk, business units, and third-party vendors.* Perform IT asset inventory activities as needed.* Work independently on day-to-day responsibilities with general direction on new assignments.* Troubleshoot business applications, Microsoft tools, VPN connectivity, mobile devices, laptops, PCs, printers, and other hardware.* Maintain a high level of customer service while following established service management principles and standard operating procedures.* Identify opportunities for continuous improvement, including ways to reduce Service Desk volume and improve self-service support.* Create and maintain knowledge base articles and technical documentation.* Must be able to work **100% onsite in a corporate office, 5 days per week**. This position supports onsite employees and is not eligible for remote work.* 2+ years of technical support or desktop support experience.* Hands-on experience supporting both **Windows and Mac** environments.* Experience with workstation setup, **Citrix VDI**, conference room support, networking, and related desktop support responsibilities.* Experience supporting **Microsoft Active Directory, Azure, Microsoft Intune/Autopilot, Microsoft Office, Microsoft 365, corporate networks, and mobile devices**.* Strong troubleshooting and problem-solving skills.* Strong communication skills and a customer-service-focused approach.* Ability to work collaboratively across technical and business teams.* Working knowledge of Windows operating systems, PC hardware, networking concepts, and mobile technologies.* Associate degree, technical certificate, boot camp, or equivalent training/experience in Computer Science, Information Technology, or a related field.* Strong communication skills and a collaborative attitude.