Application Support Specialist
Boston, MA /
ITD – Information Technology Department /
Contract
/ Hybrid
At the Customer Technology Department (CTD), our mission is to apply modern principles of research, design, and technology to make our transit system easy for all riders to use. Effective and equitable public transit is essential to the social, economic, and environmental progress of Greater Boston.
The MBTA Customer Technology team is working to transform how people get around the Boston area.
We are a team of designers, engineers, product and content specialists charged with bringing novel ideas, modern standards and a user-centered approach to technology at the T. As the MBTA works to reinvent itself, we have a rare opportunity to craft the future of transportation for Boston and communities all around Eastern Massachusetts, as well as pioneer innovations for other transit agencies around the country.
Do you want to improve the daily transportation experience for 4.7 million people in the Boston region? Ready for the challenge? Then read on.
The Application Support Specialist will provide end-user support for internal systems and applications. This position will analyze end-user support requests in order to identify problems, troubleshoot issues, resolve problems, and answer end-user questions.
Principal duties and responsibilities:
- Provide end-user support for a wide-range of internal industry-specific business applications, with the goal of first call resolution
- Monitor and promptly respond to end-user support requests received via phone, email, or IT ticketing system
- Troubleshoot and work to resolve application technical issues encountered by end-users
- Respond to application functional “how to” questions and inquires posed by end-users, and instruct end-users on general application functionality
- Perform detailed documentation of all end-user interactions within the IT ticketing system, including troubleshooting steps performed and / or resolution for all support requests
- Escalate issues to appropriate 2nd / 3rd level subject matter experts, when necessary
- Utilize internal and external support documentation to answer questions and resolve issues, including user guides, knowledge base articles, and troubleshooting procedures
- Assist with the creation and maintenance of internal support documentation, including FAQ documents, knowledge base articles, and troubleshooting procedures
- Monitor the uptime and performance of critical systems using SolarWinds, Splunk, and other system monitoring tools
- Perform user access provisioning for applications, including new user account establishment and access permission updates
- Assist with training new team members
- Handle sensitive and confidential information in an appropriate manner
- Respond to each inquiry, whether from a customer, vendor, or co-worker, in a courteous and professional manner
- Work any and all shifts and / or locations as assigned or directed
- Perform all other duties and projects that may be assigned
Physical demands and working conditions:
- The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Available to work all shifts and locations as assigned or directed
- Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory stafffor severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service
- Have the ability to work any and all shifts and/or locations assigned or directed.
Minimum experience and required skills:
- Three (3) years of experience providing application support, including both functional and technical support, to technology end-users
- Experience in troubleshooting various applications and systems
- Experience communicating technical information to non-technical end-users
- Experience with IT service management / ticketing systems
- Ability and willingness to learn new technologies and applications
- Ability to manage a significant flow of communications, including phone calls, emails, and ticket comments
- Ability to work with many different types of professionals in a fast-paced, constantly changing environment
- Ability to work effectively with a diverse workforce and end-user community
- Excellent attention to detail
- Proficiency with Microsoft Word, Excel, Outlook, PowerPoint, and Teams
- Effective organizational, analytical, multi-tasking, time management, and documentation skills
- Strong interpersonal skills to interact with end-users and team members
- Excellent verbal and written communication skills
- Excellent customer service and conflict resolution skills
Preferred experience and required skills:
- Experience with transit scheduling, operations management, asset management, vehicle tracking, and / or resource planning applications
- Experience or interest in the public transit, transportation, utilities, and / or logistics industry
- Experience in business industries with 24 x 7 operations
- Experience with cloud platforms, such as Azure or AWS
- Experience with industry-specific ERP systems
- Experience with ServiceNow
Minimum education:
- Associate’s degree from an accredited institution with comparable experience in the field of Information Technology
Substitutions:
- High School diploma or equivalent (G.E.D.) and an additional four (4) years of directly related experience in the field of Information Technology may be substituted for the Associate’s Degree requirement
Location:
This role will be a hybrid model. We expect you to be onsite 1 - 2 days per week.
Unfortunately, we are unable to hire candidates who would perform their work in California, Connecticut, Washington DC, Hawaii, New Mexico, Pennsylvania, South Dakota, Washington, West Virginia, and Puerto Rico.
At this time, we are only able to hire US resident's that are residing in the US at the start of their employment.
Compensation:
Pay rate range is $50 - $62 per hour (W-2), up to 1880 hours per year.
Diversity, Equity, and Inclusion:
CTD is dedicated to creating a diverse and inclusive environment—it’s essential to the work we do. In order to effectively partner with MBTA departments and do our best work for riders, our team must reflect the wide variety of people who use the MBTA’s services. We welcome people with different strengths, experiences, and backgrounds who share a passion for improving people's lives. Our team is deeply committed to diversity, inclusion, and continual learning. We strive to foster an environment where each individual is valued, feels a sense of belonging, and is welcomed to bring their best self to work.
Here at CTD, we provide equal opportunity for all employees and applicants. We recruit, hire, train, promote, compensate, and manage all personnel without regard to race, color, national origin, cultural identification or expression, socioeconomic background, religion, gender, gender identity or expression, sexual orientation, family status, marital status, learning style, neurodiversity, genetics, disability, age, veteran status, or any other non-merit based or legally protected grounds.
Research has shown that women and people of color are less likely to apply for roles unless they believe they meet all qualifications. We strongly encourage candidates from marginalized groups to apply, even if you don't believe you meet every one of the job qualifications listed. We’re committed to maximizing the diversity of our team and want to hear from anyone who is passionate about our efforts and interested in supporting our work for riders.
