Service Delivery Analyst - Central Service Desk Analyst II
Service Delivery Analyst - Central Service Desk Analyst II
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Job Description
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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 fulltime or equivalent parttime 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 Associates degree in a related field may substitute for one 1 year of the required experience.
II. A Bachelors 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 specificsExplore our Employee Benefits and Rewards!
- For questions regarding the job posting please email the MassDOT Talent Acquisition Team
- For general questions regarding MassDOT call the Human Resources Service Center at.
- For a disabilityrelated reasonable accommodation or alternative application method call the ADACoordinator Lucy Bayard at.
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 selfselect out of opportunities if they dont meet 100 of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
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System Requirements
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 highlevel reliability of end user computing environment.
Follows all major outage SOPs and guidelines for local and system wide outages. - Work on special projects as required.
Preferred Qualifications
- Experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system and call queue.
- Handson experience and knowledge with ServiceNow or other IT service management ticketing systems.
- Strong handson 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 35 years of Tier 2 PC/Computer support.
- Prioritize effectively and work efficiently with little supervision.
Position requires 100 onsite presence.
PreHire Process
Required Experience:
IC
Employment Type
Full-Time
