Tier II Helpdesk

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Job Description # Tier II Helpdesk
* Provide hands-on support to end users for a wide range of IT issues across hardware, software, and the broader IT environment
* Assist with Windows 10 to Windows 11 lifecycle activities, including provisioning, configuration, and endpoint readiness
* Manage and resolve IT support tickets efficiently within a high-volume help desk environment
* Deliver Tier 1–2 endpoint device support and troubleshooting
* Handle support requests via walk-in, chat, email, and phone
* Perform advanced diagnostics, root cause analysis, and escalate issues when appropriate
* Utilize Service Now for ticket management, workflow tracking, and documentation
* Support Microsoft 365 administration, user access, and application troubleshooting
* Use Active Directory for user account management, group permissions, and security configurations
* Operate effectively within secure or restricted facility environments while adhering to all security protocols
* Maintain accurate documentation and contribute to knowledge base improvements
* Work independently with strong self-direction and the ability to manage tasks without constant oversight
* Minimum
** 5 years of IT support experience
*** Strong customer service and communication skills
* Proficiency with Service Now, Microsoft 365, and Active Directory
* Demonstrated ability to troubleshoot complex technical issues
* Comfortable working in fast-paced or secure environments
* Highly self-motivated with strong problem-solving abilities
* 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 Clearly Rated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click
* * for more details.
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