MBTA · 9 hours ago
Help Desk Analyst I
Boston, MA
Full-time
Hybrid
Entry Level
2+ years expMBTA is committed to providing safe, reliable, and accessible transportation. The Help Desk Analyst I provides IT technical support to users, handling a range of software applications and hardware systems, and plays a key role in the IT Department’s customer service strategy.
AutomotiveLogisticsPublic TransportationTransportationTravel
No H1B
Responsibilities
Support / troubleshoot a wide range of software applications and hardware systems for our end-user community to enable them to complete their job
Manage the onboarding of new users, creating Active Directory accounts, email, application, and VPN accounts
Responsible for Microsoft 365 Cloud Exchange Administration including creating Exchange mailboxes for users, shared calendars, email distribution lists, assign permissions to mailboxes and distribution lists
Assign Microsoft 365 Cloud Office (MS Word, Excel, PowerPoint, etc.) licenses based on employee job roles
Is knowledgeable of Entra ID, Microsoft’s cloud Identity management for authentication and syncing with on-prem Active Directory
Work with Active Directory security group memberships and on premises file share permissions
Monitor help desk ticketing system, ServiceNow, for tickets assigned to the help desk to process or triage tickets to other support groups
Respond quickly and effectively to requests received through the IT Help Desk
Manage the proper off boarding process when disabling an MBTA account
Provide remote access/VPN support and training
Utilize remote control to take over of a user’s desktop in order to resolve issues
Respond to each inquiry, whether from a customer, vendor, or coworker in a professional and courteous manner
Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues
Be an advocate for the end user to ensure he or she receives high quality and timely service and support from the entire IT organization
Adhere to the rules, regulations, collective bargaining agreements and policies of the Authority including the EEO, Anti-discrimination, and Anti-Harassment, and Anti-Retaliation policies
Perform all other duties and projects that may be assigned
Qualification
Required
A High School Diploma or equivalent (G.E.D.) from an accredited institution
Two (2) years of experience with desktop/service delivery support
Working knowledge of Microsoft Windows, Microsoft Office 365, including, Multi-Factor Authentication, SharePoint, Teams, OneNote, OneDrive, Lists, Whiteboard, creating Active Directory Accounts and Cloud based Microsoft Exchange Administration
Supporting VPN or other remote access tools
Strong analytical and troubleshooting skills; effective organizational, multi-tasking, time management and interpersonal skills
Ability to work as part of a team
Ability to learn new technologies and applications
Possess solid written and verbal communication skills
Be a mature and self-motivated professional able to work in a fast paced, changing environment
Proficiency with Word, Excel and PowerPoint applications
Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program
Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role
Ability to provide internal and external customers with courteous and professional experiences
Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required)
Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers
Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies
Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection)
Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings
Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service
Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program
Preferred
A Bachelor's or Associate degree from an accredited institution in Computer Science, Business, or a related field
Certifications for supporting PC hardware and software
Benefits
Accrued paid sick leave
Monthly transportation pass
Company
MBTA
The Massachusetts Bay Transportation Authority, often referred to as the MBTA or simply The T, is the public operator of most bus, subway, commuter rail and ferry systems in the greater Boston, Massachusetts, area.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Barbara Bates
Deputy CFO Capital
Mary Ann O'Hara, CPA
Chief Financial Officer
Recent News
2025-12-30
Boston Herald
2025-12-02
Boston Herald
2025-11-24
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