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# IT Support (Service Operations Analyst II-level)

- **Company:** Everforth Apex
- **Location:** Chicago, IL, United States
- **Experience:** Experienced
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Office Suite, Microsoft InTune, Servicenow
- **Published:** September 14, 2026
- **Apply:** https://www.dice.com/job-detail/24357df9-f694-423e-a051-edd5fdc91cbf

## About the Role

* 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

## Description

* 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


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