Senior Help Desk Analyst Jobs (NOW HIRING)

Job#: 3032542
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.
Apex has an opportunity for a Help Desk Analyst. For applicants who are interested in this opportunity, send your updated resume to Gaby Ortega, Account Manager, at gortega. **No third parties please**
Position: Help Desk Analyst
Location: 10 Park Plaza, Boston, MA 02116
Duration: 6/1/26-11/1/26 (with possibility of extension)
Rate: $33.00/hour
The Massachusetts Bay Transportation Authority (MBTA) provides critical public transportation services across the Commonwealth. The IT organization supports thousands of employees by ensuring reliable access to systems, applications, and technology needed to operate the MBTA safely and efficiently. This role supports frontline end users and serves as a key point of contact for IT service delivery.
Detailed List of Job Duties and Responsibilities

• Provide frontline technical support and troubleshooting for a wide range of software applications and hardware systems to enable end users to efficiently perform their job functions.
• Manage the onboarding process for new users, including creation and configuration of Active Directory (AD), email, application, and VPN accounts.
• Administer Microsoft Office 365 (M365) services, including Exchange mailboxes, shared calendars, email distribution groups, and permission assignments.
• Maintain and manage Active Directory security group memberships and on-premises file share permissions.
• Monitor and manage tickets within the ServiceNow help desk system, resolving tickets or triaging issues to higher-level support teams as needed.
• Respond quickly and professionally to requests received through the IT Help Desk via phone, email, or ticketing system.
• Execute proper offboarding procedures, including disabling user accounts and revoking system access.
• Provide remote access and VPN support, including basic user training and troubleshooting.
• Utilize remote desktop tools to take control of user systems in order to diagnose and resolve technical issues.
• Leverage internal knowledge bases, documentation, vendor resources, and support sites to troubleshoot and resolve issues effectively.
• Serve as an advocate for the end user, ensuring timely, high-quality service and coordination across the IT organization.
• Communicate clearly and courteously with customers, vendors, and colleagues at all times.
• Perform related duties, documentation, and special IT projects as assigned.

Required Qualifications

• Experience providing technical support in an enterprise IT or help desk environment.
• Working knowledge of Microsoft Windows and Microsoft Office applications.
• Hands-on experience with Microsoft Office 365 (M365), including Exchange, Teams, SharePoint, and Multi-Factor Authentication (MFA).
• Experience with Active Directory user account management, security groups, and file share permissions.
• Familiarity with help desk ticketing systems such as ServiceNow.
• Ability to troubleshoot hardware, software, connectivity, and access-related issues efficiently.
• Strong customer service skills with the ability to communicate technical concepts clearly to non-technical users.
• High attention to detail and ability to follow documented processes and procedures.

Preferred Qualifications

• Experience providing remote support and VPN troubleshooting.
• Prior experience in a public sector or large enterprise IT environment.
• Familiarity with IT asset management and account lifecycle processes.
• Experience supporting hybrid or distributed workforces.

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 uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: 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. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
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 or . 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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