Hybrid IT Applications Support Analyst

Apex Systems; Boston, Northern (MA, KY); Hybrid; USD 69,000 - 73,000; Full time

Job summary

Apex Systems in Boston is seeking a Technical Systems Analyst to provide Tier 2 IT support for homegrown and COTS/SAAS applications. You will handle incidents, monitor tickets, and help improve systems using ITSM tools and SCCM.

The role requires 3–5 years of relevant experience, MoveIT/SFTP expertise, and strong customer service skills. It offers hybrid work with one day in the office per week and a contract through 6/30/27 with potential extensions.

Qualifications

• 3-5 years (or more) of relevant experience supporting or developing applications
• Must include experience managing MoveIT or equivalent SFTP system
• Familiarity configuring and troubleshooting automated file transfers
• Advanced knowledge troubleshooting applications, network and other technical problems
• Able to interact with end users and other teams professionally
• Excellent verbal, interpersonal and written communication and documentation skills
• Driven by a desire to provide strong customer service
• Has a teamwork mentality with the ability to both collaborate and work independently
• High level of professionalism and focus on quality
• Attention to detail with the ability to contact switch and reprioritize tasks as needed
• Ability to provide 24 hour/7 days a week on-call support when scheduled

Responsibilities

• Application Support: Provide resolution for escalated service tickets in a timely manner. Provide high quality customer service. Further escape tickets as needed. Work with end users to evaluate and solve technical problems using all tools provided, including remote access tool, SCCM, etc. Document end user interactions, including details of inquiries, complaints, comments, and actions taken during the troubleshooting process.
• Maintain ticket queue to meet SLA's and provide quick resolution to the end user community, including updating them when appropriate. Help maintain documentation for owned applications and ensure others meet documentation standards.
• Development, Application Monitoring and Process Improvement: Evaluate existing apps/software and/or user needs to analyze, design, recommend and implement system changes. Respond to alerts where systems become unavailable or experience service degradation. Help administer and improve application performance monitoring solutions. Analyze incident data to identify trends and opportunities for process improvements. Ensure security protocols are accurately followed as they pertain to all Commonwealth business processes. Adhere to all quality, organizational and Commonwealth processes. Assume additional duties and responsibilities as required to assist with the completion of special and/or ongoing projects.

Skills

Customer service

Verbal communication

Written communication

Problem solving

End user support

Teamwork

On-call support

Tools

MoveIT

SFTP

SCCM

ITSM tools

Job description

Apex Systems in Boston is seeking a Technical Systems Analyst to provide Tier 2 IT support for homegrown and COTS/SAAS applications. You will handle incidents, monitor tickets, and help improve systems using ITSM tools and SCCM.

The role requires 3–5 years of relevant experience, MoveIT/SFTP expertise, and strong customer service skills. It offers hybrid work with one day in the office per week and a contract through 6/30/27 with potential extensions.