Job#: 3049542 Job Description: Windows 11 Field Tech (Boston)
Location: Boston, MA (Onsite)
Role Overview
This position is responsible for delivering field support services. As a Tier 2 in-person support technician, you will manage customer requests and incidents using the provided Information Technology Service Management suite. The role involves acting as an escalation point for tickets not resolved by the Service Desk, as well as logging, triaging, resolving, and providing timely follow-up. You will interact with colleagues at all levels, requiring strong customer relations and communication skills.
Key Responsibilities
- Provide Level 1 support, meeting established SLAs and customer demands to ensure high customer satisfaction.
- Coordinate customer support issues, ensure timely responses, and escalate issues to Subject Matter Experts (SMEs) or management when necessary.
- Diagnose and resolve desktop and peripheral issues related to interoperability, OS security, system access, passwords, and authentication.
- Demonstrate an understanding of network-related activities and support, including IP and DNS.
- Acquire and maintain professional knowledge and skills through training, and act as an escalation point for the Service Desk.
- Troubleshoot and resolve performance, access, and interoperability issues for client-centric clinical and core applications.
- Understand and apply IT security best practices to identify potential business-impacting vulnerabilities.
- Contribute to the creation of processes and procedures for the knowledge base and work with teams to develop standardized workflows.
- Ensure accurate and timely updates to the ITSM ticketing system.
Required Qualifications
Education: High School diploma or GED required.
Experience: 1-3 years of related work experience, including 2+ years of Service Desk/Field/IT Support experience in a large enterprise MS Windows/MS Office environment.
Technical Skills: Moderate knowledge of Windows 10 and macOS. Knowledge of mobile devices (iOS and Android platforms) and network fundamentals is required. Experience with Citrix Systems, Microsoft infrastructure (Windows, Active Directory, Exchange), and Microsoft O365 applications is required. Familiarity with ITSM systems such as ServiceNow or Remedy.
Preferred Qualifications
- Knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.
- Knowledge of Oracle PeopleSoft and Workday applications is desirable.
- Knowledge of the Epic application is desirable.
Work Environment
This role requires close attention to tasks for accuracy. The work is varied, requiring adaptability, independent judgment, and the ability to manage priorities. The position involves frequent walking, standing, and physical activity, including lifting and carrying items up to 50 lbs occasionally. This is an on-site role that includes a rotational on-call schedule after business hours.
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.
UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.
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