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Apex Systems Logo Apex Systems · IT - Administration

Level 2 Desktop Support Technician

United States, Tempe · Job Posted January 29, 2026
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Job Description

The Desktop Support Technician - Level 2 provides advanced technical support for end-users, troubleshooting complex hardware, software, and network issues. This role involves resolving escalated support tickets, deploying IT systems, maintaining IT security, and collaborating with Level 1 support technicians and other IT teams to ensure seamless technology operations.

Job Responsibility

  • 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)

Requirements

  • Associate or bachelor’s degree in IT, Computer Science, or a related field (or equivalent 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
  • 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

Nice to have

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

What we offer

  • Medical, dental, vision, life, disability, and other insurance plans
  • ESPP (employee stock purchase program)
  • 401K program with a company match after 12 months of tenure
  • HSA (Health Savings Account on the HDHP plan)
  • SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
  • Corporate discount savings program and other discounts
  • On-demand training program
  • Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure
  • Certification discounts and other perks to associations that include CompTIA and IIBA
  • Dedicated customer service team for Consultants
  • Certified Career Coach
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