Service Desk Technician - Level 2

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.

• 2-4 years of IT support experience, preferably in an MSP or helpdesk environment \n

• Strong hands-on experience supporting end users in a production environment \n

• Solid understanding of Windows OS (advanced troubleshooting), Active Directory, Microsoft 365, and networking fundamentals \n

• Experience working in a ticketing system (ConnectWise preferred) \n

• Ability to troubleshoot independently and manage multiple tickets simultaneously \n

• Strong written and verbal communication skills \n

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• Troubleshoot and resolve complex technical issues across endpoints, systems, and user environments \n

• Identify root cause and ensure issues are fully resolved, not just temporarily patched \n

• Escalate appropriately to the Network/Systems Engineer (Level 3) when issues exceed scope \n

• Support Windows 10/11 environments at an advanced troubleshooting level \n

• Manage Active Directory including users, groups, permissions, and basic Group Policy \n

• Support Microsoft 365 including Exchange, Teams, OneDrive, and SharePoint basics \n

• Troubleshoot networking issues including IP, DNS, DHCP, and connectivity \n

• Support printers, endpoints, and user environments beyond basic troubleshooting \n

• Assist with permissions, group policies, and system-level configurations \n

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Ticket Management

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• Log all work accurately and in real time in ConnectWise \n

• Work through the assigned ticket queue in priority order \n

• Keep ticket notes clear, complete, and useful for anyone who picks up the ticket after you \n

• Meet defined response time and resolution SLAs consistently \n

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Documentation Adherence

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• Follow all standard operating procedures documented in IT Glue \n

• Adhere to Apex’s security best practices on every ticket \n

• Never bypass documented processes - if a process is unclear or missing, flag it \n

• Contribute to documentation improvements when gaps or outdated procedures are identified \n

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Level 1 Support & Knowledge Sharing

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• Handle tickets escalated from Level 1 technicians \n

• Assist Level 1 technicians with troubleshooting guidance without taking over their tickets \n

• Help reinforce proper triage and escalation practices across the team \n

• Contribute to shared knowledge base improvements in IT Glue \n

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Customer Service Excellence

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• Keep clients informed of ticket progress and resolution status throughout the support process \n

• Communicate professionally and clearly in all client interactions \n

• Identify patterns and recurring issues within client environments and flag them to the Service Desk Manager \n

• Work collaboratively with dispatchers, service managers, and engineers \n

• Represent Apex professionally in every client interaction \n

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• Competitive salary based on experience and qualifications \n

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

• Quarterly incentives based on individual and team KPIs \n

• On-the-job training and support \n

• Team-based work environment