Customer Service​/HelpDesk Agent, Office Administrator​/ Coordinator

The Massachusetts Port Authority is Going Above and Beyond™ for your career. We are a dynamic organization that connects people and businesses to the global community by air, land, and sea. Our employees are essential in moving planes, cargo, and cruise ships safely, efficiently, and sustainably. We are an economic engine, managing real estate assets where people live, work, and play.

Together, the properties we own and operate generate $20 billion for the region’s economy.

Boston Logan International Airport serves as a vibrant gateway to New England and beyond, seamlessly connecting global travelers and ensuring the satisfaction of millions. Driven by a steadfast commitment to safety and security, environmental stewardship, convenience, and exceptional customer service, we take pride in fostering meaningful connections between people, cultures, and opportunities. Through innovative collaboration, embracing sustainability, and serving as an economic catalyst for our communities, we cultivate a thriving and welcoming hub that fuels the growth and prosperity of our region.

As a Trusted Agent (Bargaining Unit, Local Union No. 25), you are a highly organized and detail-oriented professional who exercises sound judgment, maintains confidentiality, and consistently applies policies and regulations with accuracy and integrity. You build positive relationships with diverse stakeholders, communicate requirements clearly, deliver exceptional customer service, and remain adaptable and composed while balancing operational demands, compliance requirements, and the safe, efficient functioning of airport operations.

• Review and evaluate airport credential applications, verify identity and work authorization documentation, and determine eligibility for airport-issued identification media in compliance with TSA and Massport security requirements.
• Maintain the integrity of airport security programs by safeguarding sensitive information, conducting quality control reviews, supporting vetting processes, issuing credentials, and ensuring compliance with federal regulations and established policies.
• Support parking violations and permitting operations by processing payments, issuing permits and passes, conducting audits, maintaining records, coordinating inspections, and ensuring accurate financial and operational administration.
• Deliver exceptional customer service by assisting the airport community, providing guidance on policies and procedures, resolving inquiries, supporting training initiatives, and building positive relationships with internal and external stakeholders.

• 1-3 years’ administrative, security, and/or customer service experience required. Experience in a multi-lingual and/or an airport environment is preferred.
• Working knowledge of Microsoft Word, Excel, Access, Outlook and other database management programs as needed.
• Ability to process payments, maintain files, and successfully schedule workload as required.
• Ability to maintain confidentiality in handling all documentation, data and during all assignments.

Collaboration with colleagues at all levels of leadership from all different disciplines, from Aviation to Maritime and beyond. Every day is different at Massport and the breadth of our impact on the Massachusetts region through our facilities provides many opportunities for our employees to grow, learn, and explore the many areas of our business. Our business is all about connecting. We support and take pride in the employees that make those connections possible each and every day.

• Work/life balance
• A supportive and inclusive culture
• Opportunities for growth
• Providing safe, healthy, and secure work environment
• Supporting the people and businesses of New England
• Achieving results and having positive impact
• Being good neighbors in the communities we serve
• Protecting the environment

The salary range for this position is $53,000 to $56,000 annually and will be determined based on a variety of factors, including relevant experience, education, certifications, training, specialized skills, and overall qualifications.