Help Desk Analyst I

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s Core Values are built around safety, service, equity, sustainability, and culture. Each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Job Summary

The Help Desk Analyst I provides IT technical support to users working on site or remotely as a first and intermediate level of support. The Help Desk Analyst I plays a pivotal role in the IT Department’s customer service strategy. As the first and intermediate line of support, the Help Desk Analyst I responds 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. The Help Desk Analyst I supports a broader range of cloud-based applications, independently handling complex tasks such as user account provisioning, Microsoft Exchange administration, and license management.

Duties & Responsibilities

• 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 Active Directory accounts, email, application, and VPN accounts.
• Responsible for Microsoft 365 Cloud Exchange Administration including creating Exchange mailboxes for users, shared calendars, email distribution lists, assign permissions to mailboxes and distribution lists.
• Assign Microsoft 365 Cloud Office (MS Word, Excel, PowerPoint, etc.) licenses based on employee job roles.
• Is knowledgeable of Entra ID, Microsoft’s cloud Identity management for authentication and syncing with on-prem Active Directory
• 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.

Supervision

• None

Minimum Requirements & 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 365, including, Multi-Factor Authentication, SharePoint, Teams, OneNote, OneDrive, Lists, Whiteboard, creating Active Directory Accounts and Cloud based Microsoft Exchange Administration.
• Supporting VPN or other remote access tools.
• 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.

Substitutions Include

• None

Preferred Experience and Skills

• A Bachelor’s or Associate degree from an accredited institution in Computer Science, Business, or a related field.
• Certifications for supporting PC hardware and software.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.

Disclaimers and Definitions: