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IT Accounts Management Analyst

Company: The Computer Merchant, Ltd
Location: Chelsea
Posted on: November 22, 2021

Job Description:

Position Summary: The Executive Office of Technology Services and Security ( EOTSS ) is the state's lead agency for Information Technology (IT). EOTSS provides enterprise level IT services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000+ internal stakeholders, as well as the residents, business owners and visitors to the Commonwealth of Massachusetts. EOTSS is seeking to hire an IT Accounts Management Analyst that will be primarily responsible for providing second tier support to EOTSS and 36 supported agencies by authorizing access to system accounts, software, O365 features as well as other privileges associated with computer systems and resources. This position is required to adhere to strict guidelines identified for each Secretariat and/or agency and follow all legal policies and procedures related to security and protection. This position also plays a major role in the provisioning, deactivating and transfer of employees. The Incumbent must have in-depth knowledge and hands-on experience (3-5 years) in user account management or IT in a fast-paced enterprise environment using the following technical tools: Active Directory Management Tool and Exchange Admin Center. The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150 . The work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM. Schedules are subject to change based on the operational needs of the business. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training. Equal Opportunity Employer Veterans/Disabled Job Requirements:Responsibilities:

  • Process provisioning/deprovisioning and transfer requests in a timely and complete manner, including Active Directory and email, OneDrive accounts and other system/software access and memberships
  • Process urgent deactivation or reactivation security requests from Human Resource departments
  • Modify accounts when required, including update of ServiceNow asset inventory, which will become the authoritative source for information related to a user (hardware and software)
  • Follow all documented Accounts Management procedures and processes
  • Work with end users to evaluate and solve technical problems using all tools provided, including remote access tool
  • Escalate to Tier 3 support when applicable
  • Provide knowledge- based article information to be documented when processes/fixes can be made available to end users, but also to other support teams who may be able to resolve the ticket first
  • Assist with audit requests when asked
  • Help provide quarterly reports to review authorized access within an agency and take corrective action when necessary
  • Adhere to all quality, organizational and Commonwealth processes
  • Manage ticket queue to meet SLAs and provide clear, concise notes on all tickets Preferred Knowledge, Skills & Abilities:
    • At least 3 years in user account management or IT support related experience in a fast-paced enterprise environment with hands-on knowledge in using the following technical tools: Active Directory Management Tool and Exchange Admin Center.
    • Strong hands-on experience, proficiency and knowledge of Windows 10 and Microsoft Office 365/ Exchange functionality.
    • Hands on experience and knowledge with ServiceNow or other IT service management ticketing systems.
    • Excellent customer skills are a must as well as strong aptitude to learn and adapt to new technologies.
    • Excellent verbal, interpersonal and written communication, and documentation skills
    • Analyze and determine the applicability of electronic data processing data, to draw conclusions and make appropriate recommendations
    • Advanced knowledge and hands-on experience with the following skillsets:
      • Power Shell Scripting
      • Active Directory
      • Azure
      • Messaging
      • Mainframe Security
      • Must be able to interact with customers professionally and diagnose problems to lead customers through the necessary steps to correct their issues.
      • Strong customer and team orientation with a focus on collaboration, an ability to work independently, and a high level of professionalism and quality.
      • High attention to detail with the ability to manage multiple priorities
      • Ability to follow and give oral and written instructions in a precise, understandable manner
      • Hands on experience in effectively and efficiently troubleshooting technical problems
      • Determine proper format for assembling items of information in accordance with established procedures
      • Ability to adjust to changing situations to meet emergencies or changing program or production requirements Education and Certifications:
        • Associates Degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience.
        • Microsoft Certified: Azure Administrator Associate and/or Azure Security Engineer Associate certifications are desirable, but not required.

Keywords: The Computer Merchant, Ltd, Chelsea , IT Accounts Management Analyst, Professions , Chelsea, Massachusetts

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