Service Desk Analyst

About EOTSS:

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth's Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees.

We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

Our Mission:
We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

About the Role:

EOTSS is seeking to hire a Service Desk Analyst to join the End User Support Team. The Service Desk Analyst is the first point of contact for the Commonwealth supported end users and IT partners who are seeking technical assistance within the End User Support Contact Center. The primary role of the Service Desk Analyst is to handle the processing of Tier 1 support and infrastructure calls.

The Service Desk Analyst will provide high quality customer service and problem resolution to all supported customers. If the Service Desk Analyst is unable to resolve a reported incident or request, they will determine the priority, type and magnitude of each issue to categorize and escalate support, as needed. The Service Desk Analyst will effectively collaborate and communicate with other End User Support Team members, internal and external IT support groups, and EOTSS Management to resolve issues quickly and efficiently.

Incumbents of positions at this level receive supervision from employees of higher grade who provide training, guidance on procedures, instructions on work assignments, review work performance to ensure accuracy of work, completeness of work, and compliance with policies, procedures and practices.

The primary work location for this role is 200 Arlington Street, Chelsea, Massachusetts 02150. The work schedule for this position is Monday through Friday, 7AM to 3PM EST. This position is expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.

Primary location, shifts, and days in-office are subject to change based on operational needs. This role operates in a call center setting and routinely uses standard office equipment such as computers, phones, and photocopiers. Evening and weekend support, and occasional local travel to Executive Branch sites may be required to respond to tickets, or to attend workplace trainings and other meetings business operations may demand.

Duties and Responsibilities:

* Answer incoming calls professionally and courteously within the specified time frames and create tickets accordingly.

* Record, troubleshoot, and track incidents and requests received either through phone, email or work management system for all Tier 1 calls.

* Perform all Tier 1 level triage and support as detailed in the Knowledge Base documentation.

* Provide a central contact point for fast and effective problem diagnosis, determination and resolution.

* Escalate tickets effectively to Tier 2 or 3 teams within time frames outlined in Service Level Agreements.

* Ensure all tickets, tasks and projects are assigned and processed within expected time frames.

* Adhere to and meet all Service Desk Service Level Agreements (SLA's) and Quality Review Standards.

* Alert management of any system or workflow issues or trends (minor or significant) as needed.

* Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are resolved in a timely manner.

* Analyze and troubleshoot customer hardware and software problems and escalate to an appropriate Tier 2 team when needed.

* Provide job trainings to new hires and less experienced staff when needed.

* Maintain accurate and timely documentation of customer issues and their resolutions.

* Adhere to ticket writing requirements as outlined in the Ticket Management Process.

* Ensure security protocols and accuracy as it pertains to all Commonwealth business processes.

Key Accountabilities:

Incumbents at this level have the decision-making authority to:

* Diagnose and resolve problems according to standard operating procedures/knowledge base documents.

* Determine level of support required to escalate/resolve issues.

* Prioritize and manage workload.

* Escalate complex issues to supervisor or manager.

* Escalate potential major incidents to service desk operations promptly.

* Maintain documentation as required and notify supervisor or manager of insufficient…