Application Support Specialist
Massport
 Boston, MA

Description

Provides full-time administration, maintenance, and technical support for Massport's Office Automation Applications. Primarily focused on after-hours and weekend support.

Essential Tasks of the Job

Provides full-time day-to-day administration, maintenance and technical support for Massport's users in all locations and facilities.

Acts as first level of escalation for all after-hours calls.

Tracks and investigates repeated problems to determine any underlying issues.

Installs, configures and maintains remote desktop equipment and software not directly connected to the local area network. (VPNs, GoToMyPC, Jumpboxes and RSA tokens.)

Administers security, access rights and user profiles for assigned systems.

Monitors daily error and security logs of assigned systems and responds appropriately.

Ensures system integrity of assigned systems.

Creates, verifies, and maintains system documentation of assigned systems.

Reports and makes recommendations to the Manager, HelpDesk.

Solves technical issues with Office Automation software, hardware and networking.

Optimizes software configuration on networked computers by investigating problems in the software interface with the network.

Installs, configures and troubleshoots PC hardware and peripherals including network printers.

Installs, configures and troubleshoots desktop and laptop computer systems connected to the Massport wireless network.

Performs adds, moves and changes of desktop, laptop, smartphones and tablet systems.

Supports remote connections to the Massport LAN.

Develops and maintains standards for computing equipment and services.

Develops standards for desktop configuration and deployment using Imaging systems.

Manages the organizational unit structure of user and computer objects in MS AD.

Installs, configures and troubleshoots networked printers and plotters.

Manages, maintains and supports user personalized networking configuration on Massport desktop workstations.

Creates, maintains and modifies system forms and templates to ensure compliance to policies and standards.

Ensures the integrity and reliability of assigned system's hardware and software components.

Designs and implements procedures for system backups and restores so that data loss is virtually completely recoverable.

Ensures that all systems are appropriately designed, configured and maintained.

Ensures that each system is appropriately identified on the Massport network and that all required communication protocols are correctly configured and are efficient.

Ensures that each system has the appropriate resources needed to effectively run applications and efficiently store all required data.

Monitors systems for performance and reports on exceptional activities.

Ensures that system up time is at least 99.99%.

Ensures that all changes to the system, including system reconfiguration, patching, upgrading, modifications and enhancements are managed appropriately.

For each system change, develops work plans identifying the work to be accomplished, the reason for the work, the expected impact of the work on the users, a test plan for determining success or failure, a recovery/backout plan and a time-line based schedule of the work detailing who will be responsible for each aspect of the impending work.

Maintains a clear and concise running log of all system activities for each system detailing change dates, versions, comments, etc.

Develops detailed, clear documentation for any specialized procedures (backups, restores, resource checks, security checks, etc.) that need to occur and that may need to be assumed by others.

SECONDARY JOB TASKS

Completes projects as assigned.

Acts as a point of contact for any Massport authorized employees or consultants working on the computer network or on any aspect of a system.

Makes recommendations regarding the appropriateness of potential applications.

Monitors the use of third party licensing usage.

Serves in an advisory capacity on projects for developing or updating applications.

Provides system usage statistics and metrics as needed.

Performs other tasks as necessary.

Job Requirements and Qualifications

EDUCATION: Bachelor's Degree in Management Information Systems or Computer Science or equivalent professional experience required.

EXPERIENCE: Minimum of 5 years' experience in technical support and expert level understanding of Microsoft's Office product suites and demonstrated troubleshooting diagnostic skills required.

UNIQUE EXPERTISE/CERTIFICATION/REGISTRATIONS:

Strong interpersonal and communication skills and is capable of training users in applications and operating system fundamentals and writing basic documentation required.

High level skills with most operating system commands/utilities required.

Fundamental understanding of all modern blade server environments.

Fundamental understanding of and possession of high-level skills in all modern virtualization environments. Working knowledge of data communications protocols and methods.

Thorough understanding of Microsoft Active Directory (AD), experience with Domain Name System (DNS) and experience with IP addressing required.

Understanding of online form and workflow development.

Understanding of Public Key Infrastructure (PKI), using Microsoft's Certificate Authority system, Internet Authentication Services (IAS) RADIUS servers and Enterasys' User Personalized Networking System.

The ability to write scripts in some administrative language (VBScript, PowerShell). Programming experience in any applicable language required.

Demonstrated knowledge of computer operating systems such as Windows Server 2012, Windows 7, Windows 10, etc. required.

Understanding of Microsoft SQL Systems.

Ability to pass a Massport controlled substance test and security background check required.

Ability to obtain a Massport Security Badge required.

Supplemental Information

WORK SCHEDULE: Ability to work a 37.5-hour workweek. Ability to carry and respond to a pager 7 days per week, 24 hours per day.