Job#: 3054811 Job Description: Service Desk Analyst
Location: Charlestown, Massachusetts (On-site)
Pay rate: $22/hr
Role Overview
The Service Desk Analyst delivers high-quality technical support across a complex enterprise environment. This role owns the full lifecycle of incident and service request management, including intake, triage, troubleshooting, resolution, and documentation, while providing an exceptional customer experience. The position requires strong technical troubleshooting skills, clear communication, and the ability to resolve issues in real time across remote, phone, and in-person channels.
Key Responsibilities
- Provide Level 1 Service Desk support, managing tickets from intake through resolution using enterprise ITSM tools.
- Troubleshoot hardware, software, and access issues across desktops, laptops, mobile devices, and peripherals.
- Support Windows 10, MacOS, Microsoft Office 365, and core enterprise applications.
- Handle user issues related to Active Directory, Exchange, group policies, profiles, authentication, and system access.
- Diagnose and resolve network-related issues, including IP and DNS connectivity basics.
- Support Citrix environments and remote access tools.
- Deliver support via phone, remote access, and in-person interactions.
- Escalate complex issues appropriately while maintaining ownership and communication with end users.
- Maintain accurate documentation, ticket updates, and knowledge base contributions.
- Participate in critical incident management processes and support issue resolution.
Required Qualifications
Education: High School Diploma or GED is required.
Experience: One to three years of hands-on Service Desk or IT support experience in a large enterprise environment is required.
Technical Skills: Proven troubleshooting proficiency in Microsoft environments, including Windows 10, Office 365, Active Directory, and Exchange, is required. Candidates must possess familiarity with ITSM systems such as ServiceNow or Remedy, experience with MacOS, mobile device support for iOS and Android, and a solid understanding of network fundamentals.
Preferred Qualifications
- Experience supporting Citrix environments.
- Exposure to Azure or Entra ID.
- Familiarity with enterprise hardware from manufacturers such as Dell, HP, Apple, and Ricoh.
- Experience with ERP systems, including PeopleSoft or Workday.
- Exposure to Electronic Health Record systems.
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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