Service Desk Technician

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.

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Contribute to documentation improvements when gaps or outdated procedures are identified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

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, 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

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

Competitive salary based on experience and qualifications

Comprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays)

Quarterly incentives based on individual and team KPIs

On-the-job training and support

Team-based work environment

Schedule

Monday-Friday, 8:00 AM-5:00 PM. May require work outside of normal business hours on occasion.