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Apex
Job Details
Job#: 2091212
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 IT Service Delivery Specialist. For applicants who are interested in this opportunity, send your updated resume to Mike Konjoian, Account Manager, at .
Here are the details:
Position: IT Service Delivery Specialist
Location: Acton, MA (on-site)
Project Duration: 6 months (Contract to Hire)
Rate: Negotiable Based on Experience
Position Overview:
The IT Service Delivery Specialist is responsible for supporting the daily IT operations of Insulet Corporation as part of the North America IT Service Delivery Team. This hands-on position is a member of the broader Global IT Service Delivery Team and will work closely with the IT Service Delivery staff to improve productivity, quality of service, and customer satisfaction by providing Tier 1 and 2 technical support to system users including troubleshooting network and server hardware, personal computers & endpoints (PC, Mac, iOS, Android), software applications, telecommunications, and network communication issues while ensuring appropriate customer support service levels are met. Based on workload and the evolving service delivery needs, the IT Service Delivery Specialist will provide support to both local and remote users across the company and provide related IT project assistance as required.
The ideal candidate will have experience working with highly automated, secure, managed, and scalable technical solutions enabling the IT Service Delivery team to focus on continuously improving end user technology experience.
The ideal candidate will also understand the cybersecurity risks and implications of delivering IT services to a global and highly regulated company (HIPAA, Sarbanes-Oxley, CMR17, etc) that directly supports patients whose lives are affected by Diabetes. To continuously mitigate these cybersecurity risks the IT Service Delivery Specialist is expected to enforce the delivery and management of secure endpoint technologies and IAM (Identity and Access Management) solutions.
Responsibilities:
Respond to requests for technical support or assistance from both local and remote users
Diagnose and resolve technical hardware and software issues and capture information via the helpdesk system (ServiceNow)
Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely in facilities throughout the US
Populate and publish Knowledge Base articles to facilitate user self service
Triage technical issues and escalate where required
Build and maintain services relationship with end-users and IT support vendor partners
Ensure all IT compliance activities (HIPPA/SOX404/GDPR) are being followed and assist with the gathering of control evidence as required
Support provisioning and deprovisioning of hardware and application access to users
Manage requests submitted to the Service Desk
Ensure requests are documented properly
Ensure policies/procedures/best-practices are followed
Identify and communicate trends and patterns within user requests to facilitate continuous improvement of IT Service Delivery
Work with the IT Systems Team to address system issues and identify improvement opportunities
Work with the Cyber Security Team to address system issues and identify improvement opportunities
Foster a culture of communication and continuous improvement of IT Service Delivery processes, tools, technologies, standards and overall performance of the IT Service Delivery team
Perform additional duties as assigned by management including tactical execution of IT Service Delivery Projects
Education and Experience:
ITIL v3 familiarity and experience a plus
ITIL Certification a strong plus
ServiceNow Certification a strong plus
Other relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc) a plus
Strong understanding of secure endpoint management
Minimum Requirements:
1+ years of hands on ServiceDesk experience
Experience installing and troubleshooting Windows Operating systems
Experience installing and troubleshooting Mac Operating systems
Experience installing and troubleshooting applications across a variety of systems environments
Experience with Apple and Android mobile products and MDM provisioning
Experience installing and troubleshooting applications across a variety of systems environments
Experience with endpoint management platforms (Microsoft SCCM, VMware AirWatch)
Experience working with wired and wireless corporate networks
Preferred Skills and Competencies
Excellent communication skills - both written and verbal with the ability to influence at all levels of the organization
Ability to provide professional communication and follow up of outstanding technical issues with business partners
Ability to meet and overcome the challenges of fast paced technical support environment while building a positive work relationship between IT, users and management
Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities
Self-motivated and uses initiative to proactively resolve problems. Deals with conflicting priorities calmly and effectively
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 IT Service Delivery Specialist. For applicants who are interested in this opportunity, send your updated resume to Mike Konjoian, Account Manager, at .
Here are the details:
Position: IT Service Delivery Specialist
Location: Acton, MA (on-site)
Project Duration: 6 months (Contract to Hire)
Rate: Negotiable Based on Experience
Position Overview:
The IT Service Delivery Specialist is responsible for supporting the daily IT operations of Insulet Corporation as part of the North America IT Service Delivery Team. This hands-on position is a member of the broader Global IT Service Delivery Team and will work closely with the IT Service Delivery staff to improve productivity, quality of service, and customer satisfaction by providing Tier 1 and 2 technical support to system users including troubleshooting network and server hardware, personal computers & endpoints (PC, Mac, iOS, Android), software applications, telecommunications, and network communication issues while ensuring appropriate customer support service levels are met. Based on workload and the evolving service delivery needs, the IT Service Delivery Specialist will provide support to both local and remote users across the company and provide related IT project assistance as required.
The ideal candidate will have experience working with highly automated, secure, managed, and scalable technical solutions enabling the IT Service Delivery team to focus on continuously improving end user technology experience.
The ideal candidate will also understand the cybersecurity risks and implications of delivering IT services to a global and highly regulated company (HIPAA, Sarbanes-Oxley, CMR17, etc) that directly supports patients whose lives are affected by Diabetes. To continuously mitigate these cybersecurity risks the IT Service Delivery Specialist is expected to enforce the delivery and management of secure endpoint technologies and IAM (Identity and Access Management) solutions.
Responsibilities:
Respond to requests for technical support or assistance from both local and remote users
Diagnose and resolve technical hardware and software issues and capture information via the helpdesk system (ServiceNow)
Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely in facilities throughout the US
Populate and publish Knowledge Base articles to facilitate user self service
Triage technical issues and escalate where required
Build and maintain services relationship with end-users and IT support vendor partners
Ensure all IT compliance activities (HIPPA/SOX404/GDPR) are being followed and assist with the gathering of control evidence as required
Support provisioning and deprovisioning of hardware and application access to users
Manage requests submitted to the Service Desk
Ensure requests are documented properly
Ensure policies/procedures/best-practices are followed
Identify and communicate trends and patterns within user requests to facilitate continuous improvement of IT Service Delivery
Work with the IT Systems Team to address system issues and identify improvement opportunities
Work with the Cyber Security Team to address system issues and identify improvement opportunities
Foster a culture of communication and continuous improvement of IT Service Delivery processes, tools, technologies, standards and overall performance of the IT Service Delivery team
Perform additional duties as assigned by management including tactical execution of IT Service Delivery Projects
Education and Experience:
ITIL v3 familiarity and experience a plus
ITIL Certification a strong plus
ServiceNow Certification a strong plus
Other relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc) a plus
Strong understanding of secure endpoint management
Minimum Requirements:
1+ years of hands on ServiceDesk experience
Experience installing and troubleshooting Windows Operating systems
Experience installing and troubleshooting Mac Operating systems
Experience installing and troubleshooting applications across a variety of systems environments
Experience with Apple and Android mobile products and MDM provisioning
Experience installing and troubleshooting applications across a variety of systems environments
Experience with endpoint management platforms (Microsoft SCCM, VMware AirWatch)
Experience working with wired and wireless corporate networks
Preferred Skills and Competencies
Excellent communication skills - both written and verbal with the ability to influence at all levels of the organization
Ability to provide professional communication and follow up of outstanding technical issues with business partners
Ability to meet and overcome the challenges of fast paced technical support environment while building a positive work relationship between IT, users and management
Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities
Self-motivated and uses initiative to proactively resolve problems. Deals with conflicting priorities calmly and effectively
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.