The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts. EOTSS is seeking to hire a Service Desk Analyst that will act as the first point of contact for Commonwealth supported end users and IT partners who are seeking technical assistance within the End User Support Contact Center. This is a role that requires effective collaboration and communication with other End User Support Team members, internal and external IT support groups, and EOTSS Management to resolve issues quickly and efficiently. The Service Desk Analyst will handle the processing of Tier 1 support and infrastructure calls. The incumbent will provide high quality customer service and problem resolution to all supported customers. If reported incidents or requests are unable to be resolved at the Tier 1 level, the Service Desk Analyst will determine and document the priority, type, and magnitude of each issue to categorize and escalate support, as needed. The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position is Sunday to Thursday, 7 AM - 3 PM. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed (60% remote/40% in office). _Duties and Responsibilities:_ * Answer incoming calls professionally and courteously within the specified timeframes and create tickets accordingly as outlined in the Ticket Management Process * Record, troubleshoot, and track incidents and requests received either through phone, email, or work management system for all tier 1 calls. * Communicate clearly and effectively with customers, team members, and management to quickly resolve issues and ensure client satisfaction. * Provide a central contact point for fast and effective problem diagnosis, determination, and resolution. * Perform all tier 1 level triage and support as detailed in the Knowledge Base documentation. * Diagnose and resolve problems according to standard operating procedures and knowledge base documents. * Escalate tickets effectively to Tier 2 or 3 teams within timeframes outlined in Service Level Agreements * Escalate potential major incidents to service desk operations promptly. * Manage multiple tasks of varying priorities simultaneously. * Ensure all ticket, tasks and projects are assigned and processed within expected timeframes. * Maintain accurate and timely documentation of customer issues and their resolutions. * Adhere to and meet all Service Desk Service Level Agreements (SLA’s) and Quality Review Standards _Preferred Knowledge, Skills, and Abilities:_ * Three (3) years of relevant experience supporting Microsoft Operating Systems preferably in a high-volume service desk or call center environment with a helpdesk ticketing system and call queue * Three (3) years of relevant experience working in a collaborative, customer service focused environment that used a multi-channel (email, chat, phone, WebEx) setting for communication. * Hands-on experience applying basic IT principles and practices to address Tier 1 issues. * Proven knowledge of personal computers including hardware, operating systems, and application software * Demonstrated understanding of the components of a PC and laptop and the ability to perform basic troubleshooting of problems. * Functional knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint, OneDrive, Teams and VPN * Highly organized and able to maintain detailed and accurate documentation. * Methodical and able to follow documented procedures and instructions. * Possesses time management and prioritization skills to effectively execute tasks in a high-pressure environment. * Experience working in a team-oriented, collaborative, and ever-changing technical environment. * Ability to adjust to changing situations to meet emergencies or changing program/production requirements. * Ability to present ideas in a user-friendly language to non-technical staff and end users. * Excellent customer service skills complemented by an ability to effectively interpret and respond to customers’ issues. * Strong interpersonal skills with a focus on listening and questioning skills * Exceptional communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiences. First consideration will be given to those applicants that apply within the first 14 days. Minimum Entrance Requirements: Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least one year must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below. SUBSTITUTIONS: I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.* II. A Bachelor's or higher degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.* III. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.* IV. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A) experience. V. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience. Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed. NOTE: No substitution will be allowed for the one year of the required (B) experience. Special Requirements: None _Comprehensive Benefits_ When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! *An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Job: Information Systems and Technology* *Organization: Exec Office of Technology Services and Security *Title: *Service Desk Analyst Location: Massachusetts-Chelsea-200 Arlington Street Requisition ID: 23000DVQ