About The Executive Office of Technology Services and Security:
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.
The Executive Office of Technology Services and Security (EOTSS) is seeking to hire an Accounts Management Analyst. The Accounts Management Analyst will be responsible for providing second tier support to EOTSS and 36 supported agencies by authorizing access to system accounts, software, O365 features as well as other privileges associated with computer systems and resources.
This position is required to adhere to strict guidelines identified for each Secretariat and/or agency and follow all legal policies and procedures related to security and protection. This position also plays a major role in the provisioning, deactivating and transfer of employees.
The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM. *Schedules are subject to change based on the operational needs of the business.
All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.
Process provisioning/deprovisioning and transfer requests in a timely and complete manner, including Active Directory and email, OneDrive accounts and other system/software access and memberships
Process urgent deactivation or reactivation security requests from Human Resource departments
Modify accounts when required, including update of ServiceNow asset inventory, which will become the authoritative source for information related to a user (hardware and software)
Follow all documented Accounts Management procedures and processes
Work with end users to evaluate and solve technical problems using all tools provided, including remote access tool
Escalate to Tier 3 support when applicable
Provide knowledge- based article information to be documented when processes/fixes can be made available to end users, but also to other support teams who may be able to resolve the ticket first
Assist with audit requests when asked
Help provide quarterly reports to review authorized access within an agency and take corrective action when necessary
Adhere to all quality, organizational and Commonwealth processes
Manage ticket queue to meet SLAs and provide clear, concise notes on all tickets
Preferred Knowledge, Skills & Abilities:
At least 3-5 years of experience in help desk support or electronic data processing.
Strong hands on experience, proficiency and knowledge of Windows 10 and Microsoft Office 365/ Exchange functionality.
Hands on experience and knowledge with ServiceNow or other IT service management ticketing systems.
Excellent customer skills are a must as well as strong aptitude to learn and adapt to new technologies.
Excellent verbal, interpersonal and written communication and documentation skills
Analyze and determine the applicability of electronic data processing data, to draw conclusions and make appropriate recommendations
Advanced knowledge and hands-on experience with the following skillsets:
Power Shell Scripting
Must be able to interact with customers professionally and diagnose problems to lead customers through the necessary steps to correct their issues.
Strong customer and team orientation with a focus on collaboration, an ability to work independently, and a high level of professionalism and quality.
High attention to detail with the ability to manage multiple priorities
Ability to follow and give oral and written instructions in a precise, understandable manner
Hands on experience in effectively and efficiently troubleshooting technical problems
Determine proper format for assembling items of information in accordance with established procedures
Ability to adjust to changing situations to meet emergencies or changing program or production requirements
Education and Certifications:
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.
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.
NOTE: No substitution will be allowed for the one year of the required (B) experience.
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
State Of Massachusetts