Job Description

Posting number: 26-20025

Department: MBTA - Information Technology Dept

Division: 031-ITD

Job classification: Help Desk Analyst

Posting type: Open/External and Promotional/Internal

Categories: IT and Computers

Summary

The Help Desk Analyst II provides IT technical support to users working on site or remotely as a first level of support. The Help Desk Analyst II plays a pivotal role in the IT Department’s customer service strategy. As the first line of support, the Help Desk Analyst II will respond to calls, emails, and tickets in a professional and supportive way attempting to resolve as many requests as possible or assigning them to the next level of support within the organization.

Examples of duties

• Support / troubleshoot a wide range of software applications and hardware systems for our end-user community to enable them to complete their job.
• Manage the onboarding of new users, creating AD, email, application, and VPN accounts.
• Create Microsoft Office 365 (M365) Exchange mailboxes, shared calendars, and email distribution groups; assign permissions to mailboxes and calendars.
• Work with Active Directory security group memberships and on premises file share permissions.
• Monitor help desk ticketing system, ServiceNow, for tickets assigned to the help desk to process or triage tickets to other support groups.
• Respond quickly and effectively to requests received through the IT Help Desk.
• Manage the proper off boarding process when disabling an MBTA account.
• Provide remote access/VPN support and training.
• Utilize remote control to take over of a user’s desktop in order to resolve issues.
• Respond to each inquiry, whether from a customer, vendor, or coworker in a professional and courteous manner.
• Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues.
• Be an advocate for the end user to ensure he or she receives high quality and timely service and support from the entire IT organization.
• Adhere to the rules, regulations, collective bargaining agreements and policies of the Authority including the EEO, Anti-discrimination, and Anti-Harassment, and Anti-Retaliation policies.
• Perform all other duties and projects that may be assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

Supervision

• No direct reports.

Qualifications

• A high school diploma or equivalent (G.E.D.) from an accredited institution.
• Two (2) years of experience with desktop/service delivery support.
• Working knowledge of Microsoft Windows, Microsoft Office, and Microsoft Office 365, including, Multi-Factor Authentication, SharePoint, Teams, OneNote, OneDrive, Lists, Whiteboard, and Active Directory.
• Strong analytical and troubleshooting skills; effective organizational, multi-tasking, time management and interpersonal skills.
• Ability to work as part of a team.
• Ability to learn new technologies and applications.
• Possess solid written and verbal communication skills.
• Be a mature and self-motivated professional able to work in a fast paced, changing environment.
• Proficiency with Word, Excel and PowerPoint applications.
• Ability to provide internal and external customers with a courteous and professional experience.

Substitutions

• None.