Service Desk Technician - Level 2

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

The Level 2 Service Desk Technician is a mid-level technical role responsible for resolving escalated support issues, handling more complex troubleshooting, and supporting Level 1 technicians. This role focuses on problem resolution, root cause identification, and maintaining service quality by following established processes and escalation standards. Level 2 technicians are expected to work independently on complex issues while knowing when to upscale to the Network/Systems Engineering team.

***Primary Responsibilities***

Remote Technical Support & Troubleshooting

• 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
• Support Windows 10/11 environments at an advanced troubleshooting level
• Manage Active Directory including users, groups, permissions, and basic Group Policy
• Support Microsoft 365 including Exchange, Teams, OneDrive, and SharePoint basics
• Troubleshoot networking issues including IP, DNS, DHCP, and connectivity
• Support printers, endpoints, and user environments beyond basic troubleshooting
• Assist with permissions, group policies, and system-level configurations

Ticket Management

• Log all work accurately and in real time in ConnectWise
• Work through the assigned ticket queue in priority order
• Keep ticket notes clear, complete, and useful for anyone who picks up the ticket after you
• Meet defined response time and resolution SLAs consistently

Documentation Adherence

• Follow all standard operating procedures documented in IT Glue
• Adhere to Apex’s security best practices on every ticket
• Never bypass documented processes — if a process is unclear or missing, flag it
• Contribute to documentation improvements when gaps or outdated procedures are identified

Level 1 Support & Knowledge Sharing

• Handle tickets escalated from Level 1 technicians
• Assist Level 1 technicians with troubleshooting guidance without taking over their tickets
• Help reinforce proper triage and escalation practices across the team
• Contribute to shared knowledge base improvements in IT Glue
• Keep clients informed of ticket progress and resolution status throughout the support process
• Communicate professionally and clearly in all client interactions
• Identify patterns and recurring issues within client environments and flag them to the Service Desk Manager
• Work collaboratively with dispatchers, service managers, and engineers
• Represent Apex professionally in every client interaction

***Required Qualifications***

• 2–4 years of IT support experience, preferably 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

***Preferred Qualifications***

• MSP experience
• Experience with ConnectWise, ScreenConnect, or IT Glue
• Exposure to Azure or cloud administration
• CompTIA A+, Network+, or similar certifications

***What This Role Is Not***

• Not a project or engineering role
• Not responsible for security architecture, compliance strategy, or advanced security engineering
• Not a “figure it out from scratch” environment — processes are defined and expected to be followed

***What Makes Someone Successful Here***

• Resolves issues efficiently and completely — doesn’t close tickets prematurely
• Follows process instead of reinventing solutions
• Knows when to escape vs. continue troubleshooting
• Maintains clear and thorough documentation consistently***Schedule***
  • Monday–Friday, 8:00 AM–5:00 PM. May require work outside of normal business hours on occasion.
  • On call rotation required after 90 days

  ***Work Location***

  • Onsite in Cornelius, NC
  • Hybrid work opportunity (up to 2 days/week) available after 90 days, based on performance

  This is a general overview of the role and does not constitute a comprehensive list of all duties and responsibilities.