> Markdown version of [/jobs/ext/3841739-service-desk-technician](https://www.wearedevelopers.com/jobs/ext/3841739-service-desk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** The Apex - **Location:** Charlotte, 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 20, 2026 - **Apply:** https://www.juju.com/job/23_6B730871A1B0A14479BACE0DD653768C ## 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 ***Preferred Qualifications*** 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. ***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