IT Support Technician

IT Support TechnicianThe IT Support Technician provides second-level end-user support, resolving complex hardware, software, and connectivity issues that cannot be resolved at first contact. This role supports service delivery objectives by restoring service quickly, maintaining accurate ticket records, and meeting service level expectations for incidents and requests. The technician performs desk-side and service desk support, including workstation imaging, deployment, and enterprise software/peripheral configuration.Key ResponsibilitiesProvide second-level technical support for end users across hardware, software, peripheral, and connectivity issues.Troubleshoot and resolve complex operating system and application issues on Windows and macOS endpoints.Deliver support during assigned call-in and walk-in service desk coverage windows.Escalate unresolved incidents to appropriate teams with complete technical details and troubleshooting history.Manage incident and request tickets in the enterprise ticketing system, ensuring accurate categorization, prioritization, and documentation.Perform workstation imaging, provisioning, and deployment for new and replacement devices.Configure and support peripherals and enterprise-standard software packages.Assist with user training and provide guidance on best practices for IT systems and tools.Required QualificationsBachelors degree requiredMinimum 4 years of IT support experience in a service desk or desk-side environment. Strong knowledge of Windows and macOS operating systems, hardware troubleshooting, and enterprise applications. Familiarity with ITIL processes and ticketing systems (e.g., ServiceNow).Windows and macOS endpoint troubleshooting and support; Hardware diagnostics and peripheral support (laptops, desktops, monitors, printers, docking stations); ServiceNow or comparable ticketing/ITSM platform usage; ITIL-aligned incident and request management practices; Workstation imaging, deployment, and enterprise software configuration.Preferred QualificationsExperience supporting federal civilian agency users in a high-visibility mission environment.ITIL 4 Foundation certification.Experience supporting VIP users and high-priority incident workflows.Familiarity with enterprise endpoint management and collaboration platforms (e.g., Microsoft Intune, Microsoft 365).CompTIA A+, Microsoft endpoint support, or similar end-user support certifications.Microsoft 365 Certified: Endpoint Administrator Associate.Candidates must be able to obtain and/or maintain a Public Trust clearance as a condition and continuation of employment.This position is on-site. Participation in on-call or surge support activities may be required depending on operational needs.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 ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.