Job#: 2028905

Job Description:
Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted.
**All applicants must be able to work directly on Apexs W2 without sponsorship now or in the future - We cannot work corp to corp (C2C)**
Position: Sr. Support Analyst
Location: 100% onsite - Courtney, NC
Duration: DIRECT HIRE - FULL TIME
Salary Range: up to $63,000 annually MAX benefits
Requirements:

• 7 years of Service Desk/Helpdesk support experience; working with ticketing systems and INBOUND CALL SUPPORT
• Understanding of virtual systems (VMWare, Citrix, Hyper-v).
• Proficiency in supporting Windows and Linux systems.
• Familiarity with networking fundamentals (OSI model, TCP/IP, routing, switching).
• Knowledge of storage and backup technologies preferred.
• Understanding of LAN/WAN security best practices.
• Knowledge of firewalls, routers, switches, IDS/IPS, and VoIP technologies.
• Familiarity with ITIL principles.
• Ability to work independently and collaboratively to achieve business goals.
• Effective escalation point for internal and external clients, ensuring positive outcomes.
• Solution-oriented communication skills.

Responsibilities:

• Manage daily ticket volume on the Service Desk while adhering to ticket handling processes.
• Mentor and lead the team in utilizing, updating, and improving operational processes and tools.
• Provide or oversee vendor support to resolve service, hardware, and software incidents within SLA.
• Lead efforts to create, enhance, and maintain the Service Desk knowledge base.
• Actively respond to network monitoring alerts and adjust monitoring for positive outcomes.
• Ensure consistent patching of IT systems.
• Manage ticket escalations, updates, and communication to achieve business objectives.
• Quickly triage, escalate, or resolve IT incidents.
• Participate in service reviews and QA assessments.
• Liaise between the Service Desk and Advanced Support for escalations.
• Assist in documenting new processes and procedures while maintaining the knowledge base.
• Perform duties of Service Desk Analyst 1 and other assigned tasks.

*Please note that as a contract employee of Apex Systems, benefits include the below with employee contribution*

• Health
• Dental
• Vision
• Life Insurance; Short Term Disability
• Hospitalization Coverage
• Direct Deposit
• Weekly Pay Periods
• Training and Development Programs
• 401k
• Referral Program

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. Senior Support Analyst