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GENERAL STATEMENT OF DUTIES AND RESPONSIBILITIES
Incumbents of positions in this series provide Tier 1 (one), Tier 2 (two), and Tier 3 (three) computer technical support to internal customers and perform related work daily.
The basic purpose of this work is to ensure internal customers can effectively use the computer resources provided to them as tools so that they can in turn perform their job functions.
Adhere to all MassDOT policies, security standards and directives.
To deliver excellent customer service to the people who travel in the Commonwealth and to provide our nation's safest and most reliable transportation system in a way that strengthens our economy and quality of life.
DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES
Common duties of all levels in EDP Systems Analyst Series
Monitor & respond to telephone, voicemail, email and ticketing systems to resolve customer issues with the highest level of customer satisfaction.
Performs related duties such as using remote access tools (Goverlan, GoToAssist, etc.) and other software and equipment (inventory scanner).
Implements approved systems and/or programs (software deployment, patches, bios updates, etc.), determines the hardware or software requirements for MassDOT employees, contractors or interns; determines appropriate response to error conditions; verifies data and print-outs for errors and completeness (Active Directory accounts); and consults with users, technical personnel, and vendors to identify and resolve problems or to notify of existing or potential problems.
Images, installs and troubleshoots end user computing equipment such as PC's, laptops, tablets, mobile devices, scanners, printers, and new technology as deployed
Tests systems and/or programs by preparing tests plans and data, conducting, test runs, reviewing input and output data for accuracy and validity, determining causes / system failure and making necessary changes to ensure the validity of the system or program prior to implementation or deployment.
Participates in the activities required for the operation and maintenance of systems by recommending changes and correction and to provide new needs of users.
With direction from IT Operations Management and the Enterprise Desktop Architect, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy.
Develop and enhance Service Desk documentation/knowledge and educate end users on applications.
Attend and contribute to professional meetings, seminars, and training to keep up to date with the developments in the IT profession.
Establish and maintain a collaborative professional rapport with MassDOT peers and customers to ensure timely response and resolution.
Complete all mandatory training as required.
Other duties as assigned
Incumbents of this position at this level and higher also:
Create and Maintain user accounts (not limited to changing passwords, adding users and workstations to security groups, and disabling accounts).
Follows all major outage SOP (standard operating procedures) guidelines for local and system wide outages.
Upgrades workstations to meet changing infrastructure needs.
Prioritize effectively and work efficiently with management supervision.
Consume Service Desk documentation/knowledge and educate end users on applications.
Work on special projects as required.
Incumbents of this position at this level also:
Actively engages with IT Leadership, business (RMV, Highway, Shared Services, and Aeronautics) and vendors to develop future hardware and software requirements.
Estimate the time, equipment and staff requirements for current or proposed systems or projects.
Evaluate hardware and software programs to ensure compliance with federal, state and security standards.
Research all pertinent information (logs, tech specs, white papers, The Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from IT Management.
Continually work with Service Delivery team to ensure health and high level reliability of end user computing environment.
Prioritize effectively and work efficiently with little supervision.
QUALIFICATIONS REQUIRED AT HIRE (List knowledge, skills, abilities)
Knowledge and concepts of computer hardware and software support.
Excellent customer service skills.
Ability to logically troubleshoot and resolve complex technology issues.
Ability to exercise sound judgment.
Ability to establish rapport and work collaboratively with others.
Ability to maintain a professional and courteous work environment at all times.
Ability to prepare and use technical documentation and flow charts.
Experience working with vendors to resolve customer issues and managing project related work.
Ability to manage customer issues from beginning to resolution using all tools necessary.
3 - 4 Years of Tier 1 and 2 PC/Computer support
Current knowledge of servers and networking technology a plus
Technical certifications are a plus
QUALIFICATIONS ACQUIRED ON JOB (List knowledges, skills, abilities)
In addition to the requirements in Section 7 above, the below list of qualifications are expected and required on the job:
Knowledge of policies, procedures, specifications, standards, and guidelines governing assigned unit activities.
Knowledge of types and uses of MassDOT forms.
Keeping current on evolving technology
MINIMUM ENTRANCE REQUIRMENTS
Understanding of Microsoft Windows Operating System (Win7/Win10)
Understanding of Microsoft Office Applications (Office 2013/2016)
Knowledge of Office 365
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