Job Description

Verified Job On Employer Career Site

Job Summary:

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. They are seeking a Level 2 Desktop Support Technician to provide advanced technical support for end-users, troubleshoot complex hardware and software issues, and collaborate with IT teams to ensure seamless technology operations.

Responsibilities:

• Provide second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.

• Troubleshoot and resolve escalated hardware and software issues from Level 1 support.

• Install, configure, and upgrade operating systems and applications.

• Manage user accounts, permissions, and access controls in Active Directory and other identity management systems.

• Support network connectivity issues, including LAN, Wi-Fi, VPN, and remote access troubleshooting.

• Deploy and manage desktop imaging solutions for device rollouts and replacements.

• Assist in IT security initiatives, including antivirus management, encryption, and compliance adherence.

• Create and maintain technical documentation, procedures, and knowledge base articles for IT staff and end-users.

• Provide training and mentorship to Level 1 support technicians.

• Work closely with system administrators and network engineers to diagnose and resolve more complex IT infrastructure issues.

• Support IT asset management, ensuring proper tracking of hardware and software licenses.

• Participate in IT projects, system upgrades, and innovative technology rollouts.

• Ensure timely resolution of issues and meet service level agreements (SLAs).

Qualifications:

Required:

• Education: Associate or bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).

• Experience: 2+ years of experience in IT support, desktop support, or help desk roles, with a focus on troubleshooting and escalation.

• Proficiency in Windows and macOS operating systems.

• Strong knowledge of Microsoft 365, Active Directory, Group Policy, and Exchange.

• Experience troubleshooting and configuring network components such as DNS, DHCP, TCP/IP, and VPNs.

• Familiarity with remote desktop tools and IT ticketing systems (e.g., ServiceNow, Jira, or similar).

• Direct experience with imaging tools (e.g., SCCM, MDT, or Intune).

• Understanding of cybersecurity best practices, endpoint protection, and patch management.

• Basic scripting skills (PowerShell, Bash, or Python) are a plus.

• Strong analytical and critical thinking skills.

• Excellent verbal and written communication skills.

• Ability to work independently and collaborate with cross-functional teams.

• Customer-focused mindset with an initiative-taking approach to issue resolution.

• Strong organizational skills and mindfulness.

Preferred:

• Certifications such as CompTIA A+, ITIL Foundation, or similar.

• Experience with IT asset management and software deployment tools.

• Prior experience in an enterprise IT environment with structured ITIL-based processes

Company:

Apex Systems, a division of On Assignment, provides organizations with IT staffing solutions to address gaps in their current workforce. Founded in 1995, the company is headquartered in Richmond, Virginia, USA, with a team of 1001-5000 employees. The company is currently Late Stage. Apex Systems has a track record of offering H1B sponsorships.

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