About the Department

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.

Position 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.

Supervision

• None

Minimum 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.

Other Qualifications

• Nationally recognized certifications in supporting PC hardware and software may substitute for one (1) year of experience. 

Preferred Experience and Skills

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