At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

MBTA is looking for a Security Systems Support Specialist to join the Security & Emergency Management Department. In this position you will monitor & respond to telephone, voicemail, email and ticketing system (Service Now) to resolve customer issues with the highest level of customer satisfaction for MassDOT and the MBTA.

• Respond and resolve tickets adhering to service level agreements.
• Provide troubleshooting/customer issue resolution assistance to others on the Security Team.
• Actively engage with internal customers to resolve incidents, tasks, and work orders.
• Notify/escalate to the appropriate personnel on all outages impacting the security environment.
• Image, install and troubleshoot Security PC's at MassDOT offices (for example: RMV Service Centers, Highway Offices, Aeronautics, and MassDOT shared services)
• Install, configure, and deploy Security software and hardware. 
• Install, configure, and troubleshoot Security peripherals 
• Use software utilities and tools to maintain user accounts. This includes changing passwords for email and other accounts on the Security Network
• Utilize remote tools to troubleshoot, diagnose and resolve end user issues
• Create knowledge documents and standard operating procedures (SOP's). Transfer knowledge to other team members.
• Train employees and other team members on process and technologies when required.
• Research all pertinent information (logs, tech specs, white papers, Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from Security Management.
• Continually work with Security Operations team to ensure health and high-level reliability of end user security environment.
• Follows all major outage SOP's and guidelines for local and system wide outages.
• Develop and enhance Service Delivery documentation and educate end users on applications.

• Perform all other duties and projects that may be assigned.

Supervision

• None

• Three (3) years of full-time, or equivalent part-time, professional experience in electronic data processing
• 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 of security cameras, software, access control, intercoms, alarms, and related devices and software.
• General - Combination of abilities, motivations, and traits required to perform effectively in a wide range of Information Technology jobs (Communication skills, teamwork, presentation, creativity).

• A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor's degree requirement. 
• An associate degree from an accredited institution an additional three (3) years of directly related experience substitutes for the bachelor's degree requirement. 
• A master's degree in a related subject substitutes for two (2) years of general experience. 
• 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 minimumexperience.
• Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the requiredminimum experience.

Preferred Experience and Skills

• Four (4) years of full-time, or equivalent part-time, professional experience in electronic data processing
• Two (2) years of computer systems analysis, computer programming, computer information science or any equivalent combination of the required experience.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively independently and as part of a team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including a physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op.

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. Recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
11. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.