Device Specialist; Contractor position

At the MBTA, we envision a thriving region enabled by a best-in-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, culture, and accessibility, and 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 Device Specialist will be a Transit Applications team member supporting primarily the MBTA’s Inventory Data Collection System (IDCS) devices as well as occasionally helping with other team applications/needs as time and training permit. Devices in use are handheld barcode scanners and Zebra brand barcode printers. The Device Specialist provides operational support ensuring scanners and printers are properly configured, updated, available, and functioning.

The role supports users across warehouse and stockroom environments, performs device monitoring and triage, and assists with IDCS application workflows and upgrades

• Proactively monitor scanners and printers to ensure online availability.
• Set up scanners for production or training use.
• Respond to help desk tickets to provide user support.
• Ensure scanner operating system (OS) updates, testing, and go-live success.
• Provide onsite triage of devices as needed.
• Learn and support the IDCS application as it pertains to users, networks, scanners, printers, and upgrades.
• Perform all other duties and projects that may be assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Available to work any and all shifts and/or locations as assigned or directed.
• Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service.

• No direct reports.

• Bachelor’s degree from an accredited institution.

• Four (4) years of experience supporting devices such as handheld scanners, printers, and/or smart phones.
• Valid driver’s license, personal vehicle, and responsibility for all associated car costs.
• Ability to use and care for an MBTA laptop for remote work.
• Ability to use and care for an MBTA smart phone.
• Ability to work a hybrid work schedule, either at the office, 10 Park Plaza, Boston, or traveling to a warehouse/stockroom location, a minimum of twice a week.
• Familiarity with MS Office (Excel, Word and PowerPoint).
• Experience triaging and solving helpdesk calls.
• Successful listening skills.
• Professional phone manner and etiquette.
• Experience working successfully with a variety of people, including successful teamwork and proven ability to teach application materials to users of various technical abilities.
• Effective communication, analytic abilities, organizational and presentation skills.

• Ability to work with a diverse and large internal customer base.
• Problem solving skills.
• Knowledge and understanding of networks.
• Public transit knowledge or interest.

• A high school diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement.
• An associate’s degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
• A master’s degree in a related subject substitutes for two (2) years of general experience.
• A nationally recognized certification, or statewide/professional certification…