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# Service Desk Technician - Level 2

- **Company:** The Apex
- **Location:** Cornelius, NC, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Systems Engineering, Issue Tracking Systems, Networking Basics
- **Published:** October 27, 2026
- **Apply:** https://www.thejobnetwork.com/job/4942302f-8687-4c56-a0cf-026ba1d87e46/service-desk-technician-level-

## About the Role

* 2-4 years of IT support experience, preferably in an MSP or helpdesk environment
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 * Strong hands-on experience supporting end users in a production environment
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 * Solid understanding of Windows OS (advanced troubleshooting), Active Directory, Microsoft 365, and networking fundamentals
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 * Experience working in a ticketing system (ConnectWise preferred)
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 * Ability to troubleshoot independently and manage multiple tickets simultaneously
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 * Strong written and verbal communication skills
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## 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.