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, culture, and accessibility, and 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 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.
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 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
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, 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
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:
- General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
- Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
- Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
- Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
- Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
- Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
- Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
- On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
- Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
- ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or [email protected].
- Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit .
- Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.