Help Desk Analyst

At the MBTA, we envision a thriving region enabled by a best‑class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s Core Values are built around safety, service, equity, sustainability, and culture. Each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

The Help Desk Analyst I provides IT technical support to users working on site or remotely as a first and intermediate level of support. The Help Desk Analyst I plays a pivotal role in the IT Department's customer service strategy. As the first and intermediate line of support, the Help Desk Analyst I responds to calls, emails, and tickets in a professional and supportive way attempting to resolve as many requests as possible or assigning them to the next level of support within the organization.

The Help Desk Analyst I supports a broader range of cloud‑based applications, independently handling complex tasks such as user account provisioning, Microsoft Exchange administration, and license management.

• 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 , 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, Service Now, 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.

• None

• 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, One Note, One Drive, 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.

• None

• A Bachelor's or Associate degree from an accredited institution in Computer Science, Business, or a related field.
• Certifications for supporting PC…