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, 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 IT Desktop Technician provides 2^nd level support for MBTA Information Technology users who are working locally on site, in remote locations, or from home.  The IT Desktop Technician reports to the Manager of Service Delivery and plays an instrumental role in resolving end user hardware, software and network issues to enable the user to continue to perform their job functions.   The IT Desktop Technician must have strong troubleshooting skills to resolve issues and be able to provide excellent customer service to our users.  

• Use remote support application to assist users working remotely.
• Installation of required software on a desktop / laptop.
• Internal hardware replacements including hard drives, memory chips.
• Remediation of viruses/malware on desktops and laptops.
• Computer and printer relocation, when asked, for individual and departmental office moves, ensuring all equipment comes back online in a timely manner.  
• Use of imaging software to create/restore images for laptops and desktops.
• Support for Windows 10 and future Windows Operating Systems.
• Support for VPN, Multi-Factor Authentication (MFA) and mobile devices, such as cell phones and tablets.
• Basic support for current Microsoft Office Suite. 
• Audio/Visual support for conference rooms.
• Basic understanding of Active Directory and networking. 
• Troubleshoot end user problems, including, but not limited to, applications, desktop / laptop, printers, monitors, network connections, mobile devices, etc.
• Strong customer support skills and a focus on communication and collaboration with Helpdesk staff as well as IT Department application groups
• Carry out periodic transport of computer equipment between Boston area MBTA buildings and the Park Plaza location using an MBTA provided vehicle.
• Coordination with field technicians to supply them with required end user equipment.
• Provide coverage for other field technicians when they will be unavailable for extended periods of time.
• Work as a technical resource on assigned projects with other members of the IT Infrastructure Team.
• Perform all other duties and projects that may be assigned

• High School Diploma or GED.
• Four (4) years of experience with desktop/service delivery support.
• Valid driver's license.
• Working knowledge of Microsoft Windows, Microsoft Office, and Microsoft Office 365, including, Multi-Factor Authentication, SharePoint, Teams, OneNote, OneDrive, Lists, Whiteboard, and Active Directory.
• Strong analytical and troubleshooting skills; effective organizational, multi-tasking, time management and interpersonal skills.
• Be able to work as part of a team.
• The 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.

• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of experience. 

Preferred Experience and Skills

• 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. 

Job Conditions:

• 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 a 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 their positions and throughout the duration of their program.

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. Recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA, but a valid work authorization and U.S. Social Security Number are required prior to starting work. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
11. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.
12. Intern / Co-Op / Fellow Benefits: Employees taking part in an internship, co-op, or fellowship at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on city from which the employee commutes to work, at no cost. However, no additional benefits are currently offered for interns, co-ops, or fellows.