Desktop Support Analyst

PURPOSE OF THE JOB

Under the direction of the Director of Information and Security Operations, the Desktop Support Analyst will provide desktop support and help desk functionality for the Commission. Desktop support is defined as, but not limited to managing LAN operations at site, software and hardware installations, inventory control and management, troubleshooting, network account management, and second level training.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Support and maintain Commission PCs, laptops, printers and peripherals and related technology;
• Setup new users and computers and support on-boarding and off-boarding activities
• Provide helpdesk support via phone, email, chat, in person and through helpdesk ticketing system for issues related to desktop software, hardware, peripherals and online platforms.
• Assist in the management of the Helpdesk platform and respond to IT Helpdesk requests in a timely manner
• Assist in the management of the Asset Management Tracking System by collecting, recording and maintaining inventory of all technology assets;
• Provide software and device training at the manager’s discretion with a view towards process improvement;
• Responsible for software installation and license management, inclusive of procured and internally developed solutions;
• Assist the support and administration of third-party platforms, perform user account creation;
• Perform system analysis and troubleshooting functions for LAN/WAN infrastructure;
• Owner of all office moves, adds, and changes of staff and/or equipment;
• Troubleshoot application functionality and availability challenges;
• Maintains the commission Desktop image and device configuration protocols;
• Responsible for problem escalation through appropriate channels of all systems related issues; and
• Maintain good working relationships with all staff, provide prompt and courteous responses to all Helpdesk support requests.

OTHER DUTIES AND RESPONSIBILITIES

• Maintain the highest standards of personal, professional and ethical conduct and support the Commission’s goals for a diverse and culturally aware workforce;
• Required to 35 pounds and push 65 pounds of computer equipment;
• Assumes personal responsibility to maintain technical proficiency;
• Occasional off hour/weekend work may be required to meet IT goals and deadlines;
• Ability to work in and travel between the Commission’s headquarters in Worcester and satellite office in Boston; and
• Perform related duties as assigned

KNOWLEDGE AND SKILLS

• Organized self-starter and effective collaborator, showing strong interest in systems and process improvement;
• Strong technical, analytical and problem-solving skills, including root cause analysis;
• Demonstrated ability to analyze business situations, create processes, and demonstrate problem solving and analytical thinking skills for successful support;
• Strong communication skills with the ability to tailor information that establishes rapport;
• Strong Analytical and troubleshooting skills;
• Excellent oral and written communications skills; and
• Demonstrated strong organizational and customer service skills, attention to detail.

EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Business, Computer Science, Management Information Systems, or related field from an accredited institution of higher education required; Advanced degree preferred;
• Minimum 2-4 years technical support experience;
• Demonstrated experience supporting the Microsoft suite of products. Preference given to applicants with relevant Microsoft Certifications: MCDST, MCSE, MCSA, MTA;
• A certification preferred;
• Experience with mobile devices – smartphones, iPad, Mobile Device Management;
• Experience with network troubleshooting – DHCP, DNS, IP schema, bandwidth and availability testing;
• Experience supporting Windows 10/11, Apple MAC experience a plus
• Experience supporting The Microsoft M365 suite of applications, experience with MS Dynamics and Power Platform a plus; and
• Experience working with people from diverse cultural and ethnic backgrounds.

SALARY RANGE: $50,000 - $60,000

Benefits Package:

The Commission is pleased to offer a comprehensive benefits package to its employees. The specific components and eligibility may vary based upon position classification, hours worked per week and other variables. Therefore, specific benefits for this position may be discussed as part of the interview and offer process.

This position is non-civil service. This position is a non-exempt position.

The overall benefits available include: paid vacation, sick and personal leave time, health, dental and vision insurance through the Commonwealth’s Group Insurance, and optional pre-tax Health Savings Account plans.

In addition, the Commission provides employees the opportunity to elect life insurance, long term disability insurance, deferred compensation savings, tuition remission and pre-tax commuter account plans, along with other programs.

The Commission employees also participate in the Commonwealth’s State Retirement Plan, which can become a defined benefit plan for those that both vest and subsequently retire from State service. Follow this link for additional retirement information: http://www.mass.gov/treasury/retirement/state-board- of-retire/.

Commitment to Diversity:

The Commission is committed to building a diverse staff across its entire agency and at all levels. The Commission is an equal opportunity/affirmative action employer.

Notice of Required Background Check – Including Tax Compliance:

The Commission requires a background check on all prospective employees as a condition of employment.

Candidates should be aware of this requirement but should also know that such background check is not initiated until:

This background check includes a Criminal Offender Record Information (CORI) check, Federal IRS and Department of Revenue state tax compliance on all prospective employees as a condition of their employment.

Candidates with advanced degrees and professional licenses may have these credentials verified. Individuals other than those references provided by a candidate may be contacted in the course of completing a full background and qualification check.

Those candidates invited to interview will be contacted by the Commission. Unfortunately, due to the anticipated high volume of applicants for this vacancy, we are unable to provide status updates to specific individuals.