Tier II Desktop Support

Apex Systems; Chicago (IL); On-site; USD 60,000 - 85,000; Full time

Job summary

Apex Systems is seeking a Tier 2/Desktop to provide hands-on, onsite IT support in Chicago, IL. The role focuses on independent ownership of incidents after Tier 1 triage and regular in-person support for attorneys, staff, and leadership.

Ideal candidates have 3+ years of Tier 2 experience, strong Windows 10/11 troubleshooting, and advanced MS 365 knowledge (Outlook, Teams, OneDrive, Office). Onsite work expected.

Qualifications

• Proven Tier 2 / Level 2 IT support experience (3+ years strongly preferred).
• Strong troubleshooting experience with Windows 10/11.
• Advanced support experience with Microsoft 365: Outlook, Teams, OneDrive, and Office applications.

Responsibilities

• Own issues end‑to‑end and provide regular ticket updates.
• Provide deskside, onsite support for attorneys, staff, and leadership.
• Escalate as needed and collaborate with Infrastructure, Applications, and Security teams.
• Troubleshoot beyond scripts or KB articles.
• Prioritize work based on business impact and urgency.

Skills

Tier 2 IT support

Troubleshooting

Communication skills

Independent decision-making

Tools

ServiceNow

Active Directory

Intune

Microsoft 365

Windows 10/11

Job description

Position

Tier 2 Desktop Support

Location

Chicago, IL 60606 (100% ONSITE)

Duration

6 Month Contract to Hire

MUST HAVES

• Authorized to work in the US | 3-5+ years of true Desktop Support experience
• Experience with ServiceNow, Active Directory, and Intune (preferred)
• Reliable, responsible, detail oriented, and independent

Role Summary

• Role Type: Tier 2 / Level II IT Support (Service Operations Analyst II–level)
• Work Style: Hands‑on, deskside and onsite support

What This Role IS

• A true Tier 2 escalation role, receiving work after Tier 1 troubleshooting has been attempted
• Independent ownership of incidents and tasks through resolution
• Regular in‑person support for attorneys, staff, and leadership
• Troubleshooting that goes beyond scripts or KB articles
• Close collaboration with Infrastructure, Applications, and Security teams when issues require escalation

What This Role Is NOT

• Not Tier 1 or entry‑level helpdesk
• Not a phone‑queue or password‑reset role
• Not a training or junior position

Required Experience (Must‑Haves)

• Proven Tier 2 / Level 2 IT support experience (3+ years strongly preferred)
• Strong troubleshooting experience with Windows 10/11
• Advanced support experience with Microsoft 365:
• Outlook, Teams, OneDrive, and Office applications
• Experience troubleshooting:
• Application errors and add‑ins
• User profiles, performance, and stability issues
• Laptop and peripheral hardware (docks, monitors, keyboards, webcams)
• Experience supporting executive or VIP users onsite
• Ability to work independently and confidently make technical decisions
• Strong communication skills with both technical and non‑technical users

Preferred / Nice‑to‑Have Experience

• Legal or professional services environment
• Active Directory user and group management
• Exposure to Intune
• Conference room and AV troubleshooting
• Experience participating in an on‑call rotation

Core Expectations

• Own issues end‑to‑end and provide regular, clear ticket updates
• Prioritize work based on business impact and urgency
• Be comfortable working face‑to‑face with demanding users
• Willingness to document fixes and follow established IT standards

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Everforth Apex is a world‑class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804‑523‑8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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