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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** The Apex - **Location:** Cornelius, NC, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Systems Engineering, Microsoft Azure, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Network Troubleshooting, Networking Basics, Microsoft SharePoint, Apex Code - **Published:** October 13, 2026 - **Apply:** https://www.juju.com/job/2_163268950 ## About the Role * 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, * MSP experience * Experience with ConnectWise, ScreenConnect, or IT Glue * Exposure to Azure or cloud administration * CompTIA A+, Network+, or similar certifications ## 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 escalate to the Network/Systems Engineering team., 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 Customer Service Excellence * 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, * 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 escalate vs. continue troubleshooting * Maintains clear and thorough documentation consistently * Supports Level 1 without taking over their responsibilities * Identifies patterns and recurring issues across client environments * Handles steady ticket volume without losing quality or communication ***Growth Opportunity*** * Successful L2 technicians may advance their career by adding additional skills that can help them grow into a Network / Systems Engineer position