Job Description
Position Summary
MassDOT is looking for a Service Delivery Analyst II to join the IT team. As a Service Delivery Analyst, you will monitor & respond to telephone, voicemail, email and ticketing system (Service Now) to resolve customer issues with the highest level of customer satisfaction.
Duties and Responsibilities
- Perform analysis, diagnosis, and resolution of tier 2 technical issues.
- Record, troubleshoot, and track incidents and requests received either through phone, email, or work management system for all tier 2 tickets.
- Perform all tier 2 level triage and support as detailed in the Knowledge Base documentation.
- Provide application specific subject matter expertise.
- Escalate P1 and P2 incident tickets.
- Ensure all unassigned tickets and projects are assigned and processed within defined Service Level Agreements.
- Alert management of any system or workflow issues or trends (minor or significant).
- Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are resolved in a timely manner.
- Prepare and update operating procedures internally to the service desk office.
- Determine if escalation of request to tier 3 subject matter experts is required and escalate within Service Level Agreement guidelines.
- Configure, Image, deploy and troubleshoot software, hardware such as laptops, tablets, peripherals i.e. printers, scanners and pin pads at MassDOT offices (for example: RMV Service Centers, Highway Offices, Aeronautics, and MassDOT shared services).
- Inventory and follow asset governance for hardware and software.
- Follow security protocols and accuracy are adhered to as it pertains to all Commonwealth business processes to ensure compliance.
- Provide technical leadership and training for peer support analysts.
- Appropriately record all necessary information in the ticketing system to ensure accurate documentation of problem and resolution.
- Follow all security guidelines and remediation tasks related to PCI (Payment Card Industry Data Security Standard) to ensure 100% compliance with directions from IT Operations Management, utilize remote tools to troubleshoot, diagnose and resolve end user issues (Goverlan, Bomgar, GoToAssist, Logmein).
- Research all pertinent information (logs, tech specs, white papers, 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 the Service Delivery team to ensure health and high-level reliability of end user computing environment.
- Follows all major outage SOP's and guidelines for local and system wide outages.
- Work on special projects as required.
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Preferred Qualifications
- Experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system and call queue.
- Hands-on experience and knowledge with ServiceNow or other IT service management ticketing systems.
- Strong hands-on experience, proficiency, and knowledge of Windows 10 and up, and Microsoft office 365 functionality.
- Strong knowledge and experience with scripting and orchestration: System Center Configuration Manager (SCCM) and PowerShell.
- Ability to troubleshoot network and other technical problems.
- Knowledge of browser settings and support.
- Knowledge of common desktop applications and computer hardware.
- Extensive customer service skills, as well as a strong aptitude to learn and adapt to new technologies. An ability to interact with customers professionally and diagnose problems in order to leads customers through the necessary steps to correct their issues.
- Thorough understanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques.
- Extensive knowledge of analysis tools/commands.
- Extensive knowledge of system and network security protocols.
- Excellent verbal, interpersonal and written communication, and documentation skills.
- Strong customer and team orientation with a focus on collaboration, an ability to work independently, and a high level of professionalism.
- Knowledge of supervisory techniques and the ability to supervise, including planning and assigning work according to the nature of the job to be accomplished, the skill sets of workers, and available resources; controlling work through periodic review and evaluation; determining training needs and arranging for appropriate training; motivating staff; and assessing the need for discipline.
- Minimum of 3-5 years of Tier 2 PC/Computer support.
- Prioritize effectively and work efficiently with little supervision.
- Position requires 100% onsite presence.
Pre-Hire Process
Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) a comprehensive name-based and fingerprint-based background check of his/her state and federal criminal history records information from all U.S. states, the District of Columbia and certain U.S. Territories and from some foreign nations; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving records to be eligible for this position.
Qualifications
Minimum Entrance Requirements
This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.
Current MassDOT employees should use their internal MassCareers account to apply.
All job applications must be submitted online through MassCareers to be considered.
Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.
Applicants must have (A) at least two (2) years of full-time or equivalent part-time professional or practical experience in the field of information technology security, or (B) any equivalent combination of the required experience and the substitutions below.
Substitutions:
I. An Associate's degree in a related field may substitute for one (1) year of the required experience.
II. A Bachelor's degree or higher in a related field may substitute for the required experience.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics? Explore our Employee Benefits and Rewards!
- For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at talentacquisition@dot.state.ma.us.
- For general questions regarding MassDOT, call the Human Resources Service Center at 857-368-4722.
- For a disability-related reasonable accommodation or alternative application method, call the ADA Coordinator, Lucy Bayard, at 857-274-1935.
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.