Technical Systems Analyst

Apex Systems; Boston, Northern (MA, KY); On-site; 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 is a world class technology services business that incorporates industry or insights and experience to deliver solutions that fulfill our clients’ digital visions.

Position: Technical Systems Analyst
Location: 10 Park Plaza, Boston, MA (Hybrid, 1 time in office per week)
Duration: Thru 6/30/27 (with possibility of extension)
Pay rate: $50-$53/hour

The Role: This analyst will act as Tier 2 IT support responsible for supporting both homegrown and COTS/SAAS (MoveIT and others as assigned) applications. They are responsible for handling incidents and requests that have been and help support administrative functions. This candidate is expected to have advanced technical knowledge and experience in providing superior customer support, including creative problem solving and hands‑on troubleshooting. The Analyst will provide support through various communications channels including phone, chat and email. This candidate should have the ability to analyze existing systems and make proactive recommendations for improvements or alternative solutions. The candidate will use ITSM tools to review change management requests and help assess the scope of outages.

Position Responsibilities (including but not limited to):

• 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.

Required 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

Desired Qualifications

• Familiarity with ITSM - e.g. ServiceNow
• Familiarity with application monitoring and alerts
• Strong Object-Oriented design and development. Experience working with traditional (monolithic), distributed architecture, and microservice-based applications.
• Familiarity with AWS, EKS, Lambda expressions
• Proficiency and knowledge of supporting technology within an IT operation.
• Understanding of software development lifecycles (SDLC).
• Strong aptitude to learn and adapt to new technologies.
• A desire to drive process improvement
• Knowledge of MassDOT applications and systems.
• Knowledge of MassDOT policies and procedures.
• Knowledge of Commonwealth procurement rules and regulations.
• Knowledge of EOTSS policies and procedures.
• Minimum entrance requirementsApplicants must have at least three (3) years of full-time experience in supporting applications (preferably in a service desk environment) or developing in a relevant platform.

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.

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.

• medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection
• 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
• HSA (Health Savings Account on the HDHP plan)
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• a corporate discount savings program
• other discounts
• on-demand training program
• certification prep
• a library of technical and leadership courses/books/seminars once you have 6+ months of tenure
• certification discounts and other perks to associations that include CompTIA and IIBA

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. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

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.

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