Help Desk Analyst

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  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 Service Now 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 Service Now.

* 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 work forces.

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 Clearly Rated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in…