Austin Desktop Lead

Job#: 3034322

Job Description:

Location:

Austin, TX

Hours:

12pm - 8pm

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., Service Now, 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 (Power Shell, 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 [email protected] or .

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth 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 Clearly Rated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process.  for more details.

Everforth Apex Benefits Overview:
Everforth 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…