Technical Service Delivery Specialist

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About MassDOT

An agency on the move, the Massachusetts Department of Transportation (MassDOT) takes great pride in connecting the Commonwealth's residents and communities. Powered by a growing data-analytics discipline - and working in conjunction with municipalities, public agencies and the private sector - we're finding new ways to improve the Bay State's transportation infrastructure. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. MassDOT's divisions include: Highway, Aeronautics, Registry of Motor Vehicles, Rail & Transit, and Planning & Enterprise Services. There are approximately 4,300 employees across the organization.

MassDOT is seeking to hire a Service Delivery Analyst to join the MassDOT IT Technical Operations Team. As a Service Delivery Analyst, you will create and Maintain user accounts (not limited to changing passwords, adding users and workstations to security groups, and disabling accounts). You will also act as a first point of contact, to monitor & respond to telephone, voicemail, email and ticketing systems to resolve customer issues with the highest level of customer satisfaction.

The primary work location for this role will be at 1000 County Street, Taunton, Massachusetts 02780 . The work schedule for the position is Monday thru Friday 9 AM to 5:15 PM EST .

• Position requires 100% onsite presence.

Duties and Responsibilities

• Implement approved systems and/or programs (software deployment, patches, bios updates, etc.), determines the hardware or software requirements for MassDOT employees, contractors or interns; determines appropriate response to error conditions; verifies data and printouts for errors and completeness (Active Directory accounts); and consults with users, technical personnel, and vendors to identify and resolve problems or to notify of existing or potential problems
• Image, install and troubleshoot end user computing equipment such as PC's, laptops, tablets, mobile devices, scanners, printers, and new technology as deployed
• Test systems and/or programs by preparing tests plans and data, conducting, test runs, reviewing input and output data for accuracy and validity, determining causes / system failure, and making necessary changes to ensure the validity of the system or program prior to implementation or deployment
• Participate in the activities required for the operation and maintenance of systems by recommending changes and correction and to provide new needs of users
• With direction from IT Operations Management and the Enterprise Desktop Architect, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy
• Develop and enhance Service Desk documentation/knowledge and educate end users on applications
• Attend and contribute to professional meetings, seminars, and training to keep up to date with the developments in the IT profession.
• Establish and maintain a collaborative professional rapport with MassDOT peers and customers to ensure timely response and resolution
• Follow all major outage SOP (standard operating procedures) guidelines for local and system wide outages
• Upgrade workstations to meet changing infrastructure needs
• Prioritize effectively and work efficiently with management supervision
• Consume Service Desk documentation/knowledge and educate end users on applications.
• Prioritize effectively and work efficiently with management supervision
• Consume Service Desk documentation/knowledge and educate end users on applications.
• Schedule stages of software systems development including such things as structured walk-throughs, program team assignments and others.
• Train agency personnel or students on the job.
• Determine flow of data in relation to data sets, input/output devices, spool allocations and time requirements.
• Determine amount of computer time, core size and number devices required to process production requests.
• Evaluate computer programs to ensure compliance with standards.
• Estimate the time, equipment and staff requirements for current or proposed systems or projects.
• Research statistical reference materials to determine most suitable method for analysis of data.
• Apply statistical methods to raw data and interpret results.
• Confer with staff to determine sources, status of runs, allocation of hardware resources, etc.

Core Competencies:

• Customer Service - Customer service values and strengths, communication skills, ability to work effectively independently and within a team

• Leadership - Strong and effective leadership qualities that are measurable and observable behaviors. (Honesty, integrity, confidence, inspire others, commitment, passion)

• Technical - Strong technical skills and knowledge needed for an IT service delivery role

• General - Combination of abilities, motivations, and traits required to perform effectively in a wide range of Information Technology jobs (Communication skills, teamwork, presentation, creativity)

Preferred Knowledge, Skills & Abilities:

• 2 - 3 Years of Tier 1 and 2 PC/Computer support
• Knowledge and concepts of computer hardware and software support
• Ability to logically troubleshoot and resolve complex technology issues
• Ability to establish rapport and work collaboratively with others
• Ability to maintain a professional and courteous work environment at all times
• Ability to prepare and use technical documentation and flow charts
• Experience working with vendors to resolve customer issues and managing project related work
• Ability to manage customer issues from beginning to resolution using all tools necessary
• Current knowledge of servers and networking technology a plus
• Technical certifications are a plus
• Excellent customer service skills

Education and Certification(s):

• Bachelor's Degree in Computer Science, Information Technology, or an equivalent combination of education and work experience required.

Qualifications First consideration will be given to those applicants that apply within the first 14 days. Minimum Entrance Requirements: Applicants must have at least (A) four years of full-time, or equivalent part-time, professional experience in electronic data processing of which (B) at least two years 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 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 Graduate 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.* IV. 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.* V. 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. VI. 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 more than two years of the required (A) experience. NOTE: No substitution will be allowed for the two years 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. Official Title : EDP Systems Analyst III Primary Location : United States-Massachusetts-Taunton-1000 County Street Job : Information Systems and Technology Agency : Massachusetts Department of Transportation Schedule : Full-time Shift : Day Job Posting : Dec 6, 2025, 1:25:53 PM Number of Openings : 1 Salary : 68,016.78 - 100,303.84 Biweekly If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator : Derrick Mann, Diversity Officer - View phone number on us.edajobs.com Bargaining Unit : 06-NAGE - Professional Admin. Confidential : No Potentially Eligible for a Hybrid Work Schedule : No