What are the responsibilities and job description for the Senior Helpdesk Support Specialist position at Apex Systems?
Job Details
Job#: 2068640
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 Senior Helpdesk Support Specialist. For applicants who are interested in this opportunity, send your updated resume to Mike Konjoian, Account Manager, at .
Here are the details:
Position: Senior Helpdesk Support Specialist
Location?300 Granite Street, Suite 404 Braintree, MA 02184
**Candidates Must Already Sit Locally in New England**
Duration: Through 12/31/25
Rate: Negotiable Based on Experience
Position Summary:
The primary role of the Senior Helpdesk Support Specialist is to handle and process common end-user support inquiries and resolve technical problems in collaboration and communication with internal End User Support teams and external Commonwealth partners, vendors. They will work closely with agency business units during multiple phases of upcoming technology and office expansion projects.
Incumbents of this position will report to and be supervised by the IT End User Support Manager. Job training, guidance on procedures, instructions on work assignments, and work performance reviews will be provided to ensure accuracy and completeness of work, as well as compliance with policies, procedures and best practices.
Key Responsibilities:
Other Duties and Responsibilities:
Knowledge and Skills
Education and Experience
Additional Benefits:
For this opportunity, you will also be eligible for benefits through Apex for the contract period, 401K, medical/health benefits options, a W2 hourly rate, weekly pay, and direct deposit!
EEO Employer
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. 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 Employee Services Department at or .
EEO Employer
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. 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 Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join 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 ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: 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. 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, 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. 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 Apex team member can provide.
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 Senior Helpdesk Support Specialist. For applicants who are interested in this opportunity, send your updated resume to Mike Konjoian, Account Manager, at .
Here are the details:
Position: Senior Helpdesk Support Specialist
Location?300 Granite Street, Suite 404 Braintree, MA 02184
**Candidates Must Already Sit Locally in New England**
Duration: Through 12/31/25
Rate: Negotiable Based on Experience
Position Summary:
The primary role of the Senior Helpdesk Support Specialist is to handle and process common end-user support inquiries and resolve technical problems in collaboration and communication with internal End User Support teams and external Commonwealth partners, vendors. They will work closely with agency business units during multiple phases of upcoming technology and office expansion projects.
Incumbents of this position will report to and be supervised by the IT End User Support Manager. Job training, guidance on procedures, instructions on work assignments, and work performance reviews will be provided to ensure accuracy and completeness of work, as well as compliance with policies, procedures and best practices.
Key Responsibilities:
- Assist in the management of the helpdesk backlog and queue.
- Responding promptly to all helpdesk requests via phone, email or in-person support.
- Determine level of support required to escalate and resolve issues through appropriate channels for all system-related issues.
- Support and maintain desktop, laptops, peripherals, and related technologies.
- Conduct desktop imaging and device configuration protocols.
- Set up new users and computers and support onboarding and offboarding activities.
- Diagnose and resolve problems according to standard operating procedures and knowledgebase documents.
- Develop and maintain documentation as required to support and maintain business applications.
- Notify End User Support Manager or designee of complex issues, major incidents, or insufficient documentation.
- Verify and confirm customer data and documents as required for support.
- Troubleshooting and perform network analysis to address issues with network infrastructure (LAN/WAN/AP).
- Perform software and hardware installations.
- Conduct and assist in inventory asset management, account management and end-use training.
- Assist in supporting and administering third-party platforms.
- Assist in supporting and administering in-house platforms.
- Participate in all internal office moves, additions, and subtractions of staff and/or equipment.
- Troubleshoot application functionality and availability challenges.
Other Duties and Responsibilities:
- Uphold the highest standards of personal, professional, and ethical conduct
- Take personal accountability for maintaining technical expertise.
- Assist in the development of technology innovation to advance agency IT needs
- Demonstrate experience supporting Microsoft Office suites (Word, Excel, Outlook, PowerPoint, and Access) and other M365 applications.
- Must be able to lift 35 pounds and push 65 pounds of equipment.
Knowledge and Skills
- Organized self-starter and effective collaborator, showing strong interest in systems and process improvement.
- Demonstrated ability to analyze business situations, create processes, and demonstrate problem solving and analytical thinking skills for successful support.
- Strong communication skills with the ability to tailor information that establishes rapport.
- Strong Analytical and troubleshooting skills.
- Excellent verbal and written communications skills.
- Demonstrate strong organizational and customer service skills, and attention to detail.
- Knowledge of Microsoft Office 365
- Knowledge of Claris FileMaker is preferable but not required.
- Knowledge of Microsoft Azure and Microsoft Entra is preferable but not required.
- Knowledge of managing user accounts, groups, and permissions in Microsoft Active Directory is required.
- Strong team player with ability to develop successful working relationships with various IT departments across a large enterprise
Education and Experience
- Bachelor's degree in Computer Science, Management Information Systems, or a related field from an accredited institution of higher education is required.
- Minimum 5-10 years of technical support experience or experience working on a help desk/service desk handling tickets preferred.
- Experience supporting Microsoft Windows 10/11 and Windows Server
- Experience with mobile device management for iOS, Android and other supported client devices.
- Experience troubleshooting hardware, software and networking systems.
- Experience with cloud computing and cloud technologies
- Microsoft role-based training and certifications preferred but not required
- A and Network certification preferred but not required.
Additional Benefits:
For this opportunity, you will also be eligible for benefits through Apex for the contract period, 401K, medical/health benefits options, a W2 hourly rate, weekly pay, and direct deposit!
EEO Employer
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. 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 Employee Services Department at or .
EEO Employer
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. 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 Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join 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 ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: 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. 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, 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. 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 Apex team member can provide.
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