IT Support (Service Operations Analyst II-level)

• 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

• 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, * 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

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 uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at