Apex Systems
## Job Description# SFO Desktop Tech T2* 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).* 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.* 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
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