Windows 11 Field Tech (Boston)

Apex Systems; Exeter (NH); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health insurance

401(k) with match

ESPP

HSA

EAP

Certification discounts

On-demand training

Career development

Job summary

Apex Systems is seeking a Windows 11 Field Tech for on-site duties in Boston, MA. You will deliver Tier 2 in-person support, log and triage incidents, and escalate where needed to SMEs, while maintaining strong customer relations.

The role requires 1–3 years in IT support, familiarity with Windows 10/11 and macOS, mobile devices, and ITSM systems such as ServiceNow or Remedy. On-site work and rotating on-call after hours are expected.

Qualifications

• High School diploma or GED required.
• 1–3 years IT support experience, including 2+ years in enterprise MS Windows/MS Office environments.
• Experience with ITSM systems such as ServiceNow or Remedy.

Responsibilities

• Provide Level 1 support and meet SLAs.
• Coordinate and escalate issues to SMEs or management when needed.
• Diagnose and resolve desktop and peripheral issues including interoperability, OS security, access and authentication.
• Understand and support IP and DNS network activities.

Skills

Windows OS

macOS

Networking basics

Mobile devices (iOS/Android)

ITSM tooling

Education

High School diploma or GED

Tools

ServiceNow

Remedy

Citrix Systems

Active Directory

Exchange

Microsoft 365 / O365

Job description

Job#: 3049542

Windows 11 Field Tech (Boston)

Location: Boston, MA (Onsite)

Role Overview

This position is responsible for delivering field support services. As a Tier 2 in-person support technician, you will manage customer requests and incidents using the provided Information Technology Service Management suite. The role involves acting as an escalation point for tickets not resolved by the Service Desk, as well as logging, triaging, resolving, and providing timely follow‑up. You will interact with colleagues at all levels, requiring strong customer relations and communication skills.

Key Responsibilities

• Provide Level 1 support, meeting established SLAs and customer demands to ensure high customer satisfaction.
• Coordinate customer support issues, ensure timely responses, and elevate issues to Subject Matter Experts (SMEs) or management when necessary.
• Diagnose and resolve desktop and peripheral issues related to interoperability, OS security, system access, passwords, and authentication.
• Demonstrate an understanding of network‑related activities and support, including IP and DNS.
• Acquire and maintain professional knowledge and skills through training, and act as an escalation point for the Service Desk.
• Troubleshoot and resolve performance, access, and interoperability issues for client‑centric clinical and core applications.
• Understand and apply IT security best practices to identify potential business‑impacting vulnerabilities.
• Contribute to the creation of processes and procedures for the knowledge base and work with teams to develop standardized workflows.
• Ensure accurate and timely updates to the ITSM ticketing system.

Required Qualifications

Education: High School diploma or GED required.

Experience: 1‑3 years of related work experience, including 2+ years of Service Desk/Field/IT Support experience in a large enterprise MS Windows/MS Office environment.

Technical Skills: Moderate knowledge of Windows 10 and macOS. Knowledge of mobile devices (iOS and Android platforms) and network fundamentals is required. Experience with Citrix Systems, Microsoft infrastructure (Windows, Active Directory, Exchange), and Microsoft O365 applications is required. Familiarity with ITSM systems such as ServiceNow or Remedy.

Preferred Qualifications

• Knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.
• Knowledge of Oracle PeopleSoft and Workday applications is desirable.
• Knowledge of the Epic application is desirable.

Work Environment

This role requires close attention to tasks for accuracy. The work is varied, requiring adaptability, independent judgment, and the ability to manage priorities. The position involves frequent walking, standing, and physical activity, including lifting and carrying items up to 50 lbs occasionally. This is an on‑site role that includes a rotational on‑call schedule after business hours.

Benefits

• Medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• An employee stock purchase program (ESPP).
• A 401(k) program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• A Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• A corporate discount savings program and other discounts.
• An on‑demand training program.
• Access to certification prep and 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.

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.

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.

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

NYSE: EFOR

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