Boston Desktop Tech L2

Job#: 2081447

Job Description:

Level 2 Desktop Support Technician

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.

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 & Skills:

• 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.

Technical Skills:

• 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.

Soft Skills:

• 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 Qualifications:

• 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

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.