Senior Engineer, Desktop Field Support (Springfield / Worcester)

Commonwealth of Massachusetts - Worcester, MA3.9

Full-time$60,000 - $92,000 a year
EducationSkills
About Us
The Executive Office of Energy and Environmental Affairs seeks to protect, preserve, and enhance the Commonwealth’s environmental resources while ensuring and promoting a clean energy future for the state’s residents. Through the stewardship of open space, protection of environmental resources, and enhancement of clean energy, the Executive Office of Energy and Environmental Affairs works tirelessly to make Massachusetts a wonderful place to live, work, and raise a family.

Who We Serve
Massachusetts was the first state in the nation to combine energy and environmental agencies under one Cabinet secretary. The Executive Office of Energy and Environmental Affairs (EOEEA) serves Commonwealth residents interested in outdoor recreational activities, clean energy solutions and those who work with animals and livestock. Equally, EOEEA works with energy consumers, power companies, clean energy providers and farmers to delicately balance the interaction with environmental protection laws and regulations while being a cornerstone for our economic prosperity. Assuring public information transparency we’re relentlessly committed to making agency procedures and outcomes available in a user friendly, accessible manner.

Our Mission
Under the direction of the Secretariat Chief Information Officer, the mission of the information technology department is to ensure the Commonwealth a secure, reliable, robust, efficient and highly adaptable collection of digital and infrastructure services through applied technology, engineering and transformational investments.

Job Description Summary:
This position is with the Massachusetts Executive Office of Energy and Environmental Affairs (EEA). Reporting to the Supervisor of IT Field and Engineering, the Senior Support Engineer, Desktop & Field resolves technical support issues/problems for all users, consultants and technical field personnel. The incumbent provides client support for mission critical situations including crisis management. Solves and troubleshoots complex problems across multiple computer environments/platforms and application systems. The incumbent may assist with new product designs and system implementations.

Responsibilities:
% of Time Responsibility

60%
1. Respond to complex user problems involving mission critical systems which may involve multiple computer environments/platforms and application systems.
2. Diagnose and troubleshoot software, network connections/devices, and hardware failures.
3. Interacts with network services, software systems and applications development.
4. Assist in the maintenance of all hardware associated with the LAN including PCs, printers, scanners, file servers, hubs, bridges, modems, data and voice cables and maintain complete and accurate inventory documentation
5. Assist in the implementation, maintenance and monitoring of Local Area Networks for the Regional Offices. Including but not limited to:
a. Access rights on local network devices
b. Monitor disk utilization and ensure timely policing of network file storage
c. Monitor and adjust server loads to provide efficient and timely service
d. Maintain network menus and desktops to reflect current processing scenarios
e. Coordinate activities with the Infrastructure Team
6. Maintains a computerized inventory of regional office hardware, software, and its licenses through centralized software/procedures.
7. Assist in maintenance of backups and provides restoration of critical systems and data i.e. servers, routers, PBX systems and related equipment; including strong knowledge of telecommunication platforms and services
8. Ensure network and desktop compliance with published standards utilized by the Secretariat
9. Ensure ServiceDesk operations through reporting tickets, all events involved in closing out tickets, and making recommendations for improved service including standards for operations
10. Test login scripts and processes upon request of Infrastructure Team as well as other network and desktop functions.
11. Evaluate Regional hardware and software needs and prepare written annual request to be incorporated into Secretariat spending plan
12. Other duties as assigned

15%
1. Evaluates new technology to be employed at EOEEA. Researches complex problems, recommends solutions and educates the rest of the support team.
2. Ensure all computers, notebooks, and devices meet the Commonwealth’s requirements.
3. Manage the load distribution of computer notebooks, projectors and other devices.
4. Assist other office locations with technology based issues as needed

15%
1. Support cellular devices as needed
2. Participate in collaborative technology team efforts
3. Provide subject matter expertise as needed
4. Liaise with other IT teams to troubleshoot any current integrated technology issues.

10%
1. Participate in Secretariat wide initiatives
2. Attend meetings and seminars to support the overall direction of the IT office.

Qualifications

Qualifications:
  • At least (A) five years of full time, or equivalent part time, professional relevant experience required, of which (B) at least four years must have been work directly related to the duties/responsibilities as outlined, or (C) Bachelor’s degree with three years of relevant experience.
  • MCITP: Enterprise Desktop Support Technician
  • MCITP: Enterprise Desktop Administrator
  • Demonstrated ability and success in technical and process aspects of IT project management.
  • Excellent written and oral communication skills.
  • Must be committed to providing the highest level of customer service and responsiveness.
  • Demonstrated experience working in a high volume, deadline oriented customer focused environment.
  • Proven ability to work independently and as part of a team.
  • Must be creative and proactive.
  • Must have ability to manage multiple projects simultaneously and handle difficult situations.
License and/or Certification Requirements:
  • A+ Certification
  • MA Driver’s License
  • MCSE preferred
First consideration will be given to those applicants that apply within the first 14 days.

Please see Preferred Qualifications.