Production 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

Job#: 3047138

Production Support Analyst

Location: Richmond, Virginia (3 days onsite/2 days remote)

Pay rate: $38/hr W2

Shift: Monday-Friday ; Flexibility to work an 11 AM to 8 PM schedule and provide holiday coverage as needed.

Contract length: 12-18 months with potential for conversion to full time

Role Overview

We are seeking a Production Support Analyst to serve as a first-line support resource for a high-volume Data Transaction Services platform. This position is responsible for managing secure file transfers between internal application teams, external clients, and banking systems. The role involves handling client-facing and internal transmission issues, including failed file transfers, connectivity problems, password resets, application alerts, and file replays within a dynamic production support environment.

Key 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.

Required Qualifications

• Experience in a production support, service desk, application support, command center, or operations role where troubleshooting and ticket ownership were required.
• Strong customer service and professional communication skills 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 such as SFTP, FTP, FTPS, and SSH.
• Base-level Unix/Linux experience, including navigating systems and reviewing logs.
• Basic networking troubleshooting knowledge, including connectivity, ports, VPNs, and firewalls.
• Experience using ticketing tools, such as ITSM Remedy.
• Ability to review logs and error messages in Splunk or similar monitoring tools.

Preferred Qualifications

• Experience with IBM Sterling Gentran Integration Suite or other Managed File Transfer (MFT) platforms like Connect:Direct, Axway, GoAnywhere MFT, or MOVEit.
• Previous experience in DTS, MFT, banking data transmission, or financial services production support.
• Knowledge of AS2, PGP encryption, FTPS, and other secure transmission or encryption concepts.
• Prior experience in a helpdesk or command center environment.

About Everforth Apex

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.

Benefits

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.

Equal Opportunity Employer

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Equal Opportunity Employer (duplicate)

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228.

ADA Accommodation

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

Additional Information

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.

Contact Information

© 2026 Everforth, Inc. All rights reserved.

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060