Hybrid DTS & File Transfer Support Analyst

Apex Systems; Richmond (VA); Hybrid; USD 79,000 - 93,000; Full time

Job summary

Everforth Apex in Richmond, Virginia is seeking a Production Support Analyst to serve as a first-line support resource for a high-volume Data Transaction Services platform. The role involves managing secure file transfers between internal teams, external clients, and banking systems, with 3 days onsite and 2 days remote.

The position requires monitoring, incident triage, and basic Unix/networking tasks, using ITSM Remedy and Splunk.

Qualifications

• Experience in a production support/service desk role requiring ticket ownership.
• Strong customer service and professional communication in a client-facing or internal support environment.
• Problem-solving ability to investigate issues, identify root causes, and follow standard procedures.
• Basic understanding of secure file transfer concepts and protocols (SFTP, FTP, FTPS, SSH).
• Base-level Unix/Linux navigation and log review.
• Basic networking troubleshooting knowledge (connectivity, ports, VPNs, firewalls).
• Experience using ticketing tools such as ITSM Remedy.
• Ability to review logs and error messages in Splunk or similar monitoring tools.

Responsibilities

• Serve as the first point of contact for clients and internal teams regarding transmission or platform issues.
• Monitor production systems, Sterling GIS queues, application alerts, and Splunk logs to identify issues.
• Triage failed file transfers by reviewing error messages, logs, connectivity, authentication, and application issues.
• Resolve common incidents such as file failures, credential resets, file replays, and basic connectivity problems.
• Perform base-level Unix troubleshooting to support production file transfer workflows.
• Provide status updates to business users, external clients, and internal teams while managing escalations.
• Create, update, and document incident tickets in ITSM Remedy, including root cause and troubleshooting steps.
• Exhaust standard triage and troubleshooting steps before escalating to Level 2 or engineering teams.

Skills

Production support

Customer service

Unix/Linux basics

Networking basics

Splunk

SFTP/FTPS/SSH concepts

Tools

ITSM Remedy

Sterling GIS queues

Job description

Everforth Apex in Richmond, Virginia is seeking a Production Support Analyst to serve as a first-line support resource for a high-volume Data Transaction Services platform. The role involves managing secure file transfers between internal teams, external clients, and banking systems, with 3 days onsite and 2 days remote.

The position requires monitoring, incident triage, and basic Unix/networking tasks, using ITSM Remedy and Splunk.