Job Description
The Executive Office of Technology Services and Security (EOTSS) is the state's lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.
EOTSS is seeking to hire two (2) Service Desk Analysts that will act as the first point of contact for Commonwealth supported end users and IT partners who are seeking technical assistance within the End User Support Contact Center. The primary role of the Service Desk Analyst is to handle the processing of Tier 1 support and infrastructure calls while providing high quality customer service and problem resolution to all supported customers. If the Service Desk Analyst is unable to resolve a reported incident or request, they will determine the priority, type and magnitude of each issue to categorize and escalate support, as needed. The Service Desk Analyst will effectively collaborate and communicate with other End User Support Team members, internal and external IT support groups, and EOTSS Management to resolve issues quickly and efficiently.
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Incumbents of positions at this level receive supervision from employees of higher grade who provide training, guidance on procedures, instructions on work assignments, review work performance to ensure accuracy of work, completeness of work, and compliance with policies, procedures and practices.
The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position is Friday - Tuesday 3:00 PM - 11:00 PM and/or Sunday - Thursday 7:00 AM - 3:00 PM. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. This position may travel to Executive Branch sites when required to respond to tickets, or to attend workplace trainings and other meetings business operations may demand.
This job operates in a call center setting. This role routinely uses standard office equipment such as computers, phones, photocopiers.
Duties and Responsibilities:
- Answer incoming calls professionally and courteously within the specified timeframes and create tickets accordingly.
- Record, troubleshoot, and track incidents and requests received either through phone, email or work management system for all tier 1 calls.
- Perform all tier 1 level triage and support as sdetail3ed in the Knowledge Base documentation.
- Provide a central contact point for fast and effective problem diagnosis, determination and resolution.
- Escalate tickets effectively to Tier 2 or 3 teams within timeframes outlined in Service Level Agreements.
- Ensure all ticket, tasks and projects are assigned and processed within expected timeframes.
- Adhere to and meet all Service Desk Service Level Agreements (SLA's) and Quality Review Standards.
- Alert management of any system or workflow issues or trends (minor or significant) as needed.
- Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are resolved in a timely manner.
- Analyze and troubleshoot customer hardware and software problems and escalate to appropriate tier 2 team when needed.
- Provide job trainings to new hires and less experienced staff when needed.
- Maintain accurate and timely documentation of customer issues and their resolutions.
- Adhere to ticket writing requirements as outlined in the Ticket Management Process.
- Ensure security protocols and accuracy as it pertains to all Commonwealth business processes.
Key Accountabilities
Incumbents at this level have the decision-making authority to:
- Diagnose and resolve problems according to standard operating procedures/knowledge base documents.
- Determine level of support required to escalate/resolve issues.
- Prioritize and manage workload.
- Escalate complex issues to supervisor or manager.
- Escalate potential major incidents to service desk operations promptly.
- Maintain documentation as required and notify supervisor or manager of insufficient documentation.
- Verify and confirm customer data and document as required.
Preferred Knowledge, Skills, and Abilities:
- Experience working in a team-oriented, collaborative and ever-changing technical environment.
- Demonstrated knowledge and skill in applying basic IT principles and practices to address Tier 1 issues.
- Experience working in a team-oriented, collaborative and ever-changing technical environment.
- Knowledge of personal computers including hardware, operating systems and application software.
- Understanding the components of a PC and laptop and the ability to perform basic troubleshooting of problems.
- Functional knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint, OneDrive, Teams and VPN.
- Functional knowledge of technical terminology.
- Ability to gather, absorb, analyze data and information, and draw conclusions.
- Ability to communicate factual and procedural information clearly, orally and in writing.
- Highly organized and able to maintain detailed and accurate documentation.
- Methodical and able to follow documented procedures and instructions with a keen attention to detail.
- Possesses time management and prioritization skills to effectively execute tasks in a high-paced environment.
- Ability to adjust to changing situations to meet emergencies or changing program/production requirements.
- Exceptional interpersonal skills with a focus on listening and questioning skills.
- Ability to present ideas in a user-friendly language to non-technical staff and end users.
- Excellent customer service skills complimented by an ability to effectively interpret and respond to customers' issues.
Qualifications
First consideration will be given to those applicants that apply within the first 14 days.
Minimum Entrance Requirements:
Applicants must have at least (A) one (1) year of full-time or equivalent part-time, professional, or practical experience in information technology customer service and end user support or (B) any equivalent combination of the required experience and the substitutions below.
Substitutions:
I. An Associate's degree or higher in a related field may be substituted 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.
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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.