About MassDOT:

The Massachusetts Department of Transportation (MassDOT) takes great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. MassDOT’ s divisions include Highway, Aeronautics, Registry, Rail & Transit and Programs &Planning. There are approximately 3,600 employees that work in the department. In addition, the Massachusetts Bay Transportation Authority (MBTA) and Regional Transit Authorities (RTA) are subject to oversight by MassDOT.

About the Role:

MassDOT is looking for a Technical Support Specialist (Boston) to join our IT team. The Technical Support Specialist (Boston) will be responsible for the resolution of customer issues through remote access tools, troubleshooting, and reporting while maintaining excellent customer service. The Technical Support Specialist will ensure that trouble tickets and outages are responded to and resolved in accordance with established Service Level Agreements (SLAs). The incumbent will also analyze aged tickets and ServiceNow statistics to effectively escalate issues and provide recommendations on ways to improve processes to streamline resolution. The Technical Support Specialist will supervise a small to medium sized team of Service Delivery personnel while providing escalated technical support, training, and development.

The primary work location for this role will be at 10 Park Plaza, Boston, Massachusetts 02116. The work schedule for the position is Monday thru Friday 9AM to 5PM EST as based on operational needs. Travel, on-call rotation, and weekend support may be required.

This position would be expected to follow a hybrid model of reporting (90% on-site, 10% off-site) to work that combines in-office workdays and work from home days as needed.

Duties and Responsibilities:

• Trouble resolution and project management in accordance with priorities set forth by DOT IT management

• Supervise a small to medium sized team of Service Delivery personnel

• Maintain detailed and continuous documentation of ServiceNow tickets, status, and resolution times

• Monitor and respond to telephone, voicemail, email, and ticket systems to resolve customer issues with the highest level of customer satisfaction

• Coordinate effective knowledge transfer and training for new technology and upgrades to the Service Delivery team

• Use remote access tools (Goverlan, GoToAssist, etc) as well as other software and hardware

• Create and maintain user accounts including but not limited to changing passwords, adding users and workstations to security groups, and disabling accounts

• Implement approved systems and/or programs such as software deployment, patches, and bios updates

• Determine the hardware or software requirements for MassDOT employees, contractors, or interns

• Consult with users, technical personnel, and vendors to identify and resolve problems or to notify of existing or potential problems

• Image, install, and troubleshoot end user computer equipment such as PCs, laptops, tablets, mobile devices, scanners, printers, and new technology as deployed

• Test systems and/or programs by preparing test plans and data collection

• Review input and output data for accuracy and validity, determining causes/system failure, and making necessary changes to ensure the stability of the system or program prior to implementation or deployment

• Participate in activities required for the operation and maintenance of systems by recommending changes to improve user experience

• Collaborate with team members and other teams to manage workload on projects from conception to deployment

• Establish and maintain a collaborative professional rapport with MassDOT peers and customers to ensure timely response and resolution of issues

• Monitor, maintain, and report on tickets with breached SLEs to Service Delivery management

• Analyst aged tickets and ServiceNow metrics to provide recommendations to provide recommendations on ways to streamline and reduce resolution time

• Lead Service Delivery Stand Up/staff meetings

• Contribute to Service Delivery training and peer development

  
  

Preferred Knowledge, Skills, and Abilities:

• Five (5) years of experience in a technical support capacity, particularly in a large enterprise setting

• Knowledge and hands-on experience with Microsoft operating systems, preferably in a service desk environment with a help desk ticketing system and call queue

• Ability to follow all major outage standard operating procedure guidelines for local and system wide outages

• Working technical knowledge of current network protocols, operating systems, and standards

• Ability to keep meticulous and consistent documentation of tickets, processes, and resolutions

• Proven experience in providing the highest quality customer service

• Excellent ability to work independently on job responsibilities

• Experience deploying and imaging desktops, laptops, and performing hardware diagnostics

• Strong analytical skills, with the ability to independently analyze data and effectively recommend solutions

• Strong multitasking and time management skills with the ability to prioritize effectively and efficiently

• Proven leadership skills with the ability to provide technical escalation assistance to peers

• Ability to be resourceful and take initiative in a dynamic environment

• Ability to communicate professionally both verbal and written with peers and management

  
  

Education and Certifications:

• Bachelor’s Degree in Computer Science, Information Technology, or equivalent work experience

  
  

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements:

Applicants must have at least (A) five years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least three years must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.

SUBSTITUTIONS:

I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.*

II. A Bachelor's degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.*

III. A Graduate degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.*

IV. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.*

V. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming maybe substituted for a maximum of one year of the required (A) experience.*

VI. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.

*Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: No substitution will be allowed for more than two years of the required (A) experience.

NOTE: No substitution will be allowed for the three years of the required (B) experience.

Special Requirements: None.

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!

Executive Order #595: As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.