SUMMARY OF ENTERPRISE SYSTEMS SERVICES (ESS) TEAM

Enterprise Support Services (ESS) delivers critical IT services to ensure the smooth operation of daily business activities while supporting the strategic objectives of both the Office of the Comptroller and the Commonwealth of Massachusetts. ESS is tasked with maintaining and enhancing essential enterprise-wide systems that underpin state operations, including MMARS/LCM (the Commonwealth’s financial systems), CTHRU (the transparency platform for government spending), and VendorWeb (the payment portal for state vendors). ESS plays a pivotal role in managing several key relationships, including the Executive Office of Technology Services and Security (EOTSS), over 150 state departments, and external vendors.

POSITION SUMMARY

CTR is seeking a Service Desk Analyst to join our team and ensure IT support for the organization. This is a fully on-site position at our 1 Ashburton Pl, Boston, MA 02108. The work schedule for this position is Monday – Friday 8:00 AM – 4:00 PM. This position will be the first point of contact for technical issues, manage hardware and software troubleshooting, and support user onboarding and offboarding processes. The Service Desk Analyst’s work directly contributes to the overall productivity and success of our team.
Specific Duties

The specific duties of this position include but are not limited to the following:

• Serve as the first line of contact for technical support inquiries, ensuring timely resolution or escalation of reported issues.
• Diagnose and troubleshoot Tier 1 hardware, software, and network issues, providing guidance to end-users.
• Manage and maintain accurate incident records in the ticketing system, documenting solutions and escalating unresolved issues to Tier 2/3 support teams.
• Perform IT-related tasks for onboarding and offboarding employees, including assistance with account provisioning and hardware setup or recovery processes.
• Collaborate with internal teams and external vendors to ensure seamless operations and minimal downtime.
• Monitor infrastructure performance and identify areas for improvement.
• Contribute to team documentation, including knowledge base articles and IT procedural guides.

Bargaining Unit / Salary Range NAGE UNIT 6 / Grade 12: $70,757.18 - $102,269.96
As per the Unit 6 Collective Bargaining Agreement between the Commonwealth of Massachusetts and the National Association of Government Employees. The range is based upon a series of steps. Any potential offer is determined based upon an analysis of the minimum entrance requirements, the candidate’s relevant work experience and educational achievement level.

REQUIRED QUALIFICATIONS:

• Proficiency with Windows operating systems, Microsoft Office Suite, and common business applications.
• Strong analytical and problem-solving skills.
• Exceptional customer service and communication skills.
• At least an Associate’s degree in IT, Computer Science, or a related field OR two (2) years of experience in an IT support or service desk role.

PREFERRED QUALIFICATIONS:

This position requires a self-starter with the following capabilities and attributes:

• Familiarity with IT service management frameworks like ITIL.
• Experience with Active Directory, user account management, and basic network troubleshooting.

Minimum Entrance Requirements:
Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least one year must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.
Substitutions:
I. An Associate’s degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.*
II. A Bachelor’s or higher degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.*
III. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.*
IV. 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 (A) experience.

V. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.

• Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: No substitution will be allowed for the one year of the required (B) experience.
Official Title: Edp Systems Analyst II
Primary Location: United States-Massachusetts-Boston-1 Ashburton Place
Job: Information Systems and Technology
Agency: Off of the State Comptrollers
Schedule: Full-time
Shift: Day
Job Posting: Aug 27, 2025, 12:20:52 PM
Number of Openings: 1
Salary: 70,757.18 - 102,269.96 Yearly
If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Monica Middleton - 6178239689
Potentially Eligible for a Hybrid Work Schedule: N

• Serve as the first line of contact for technical support inquiries, ensuring timely resolution or escalation of reported issues.
• Diagnose and troubleshoot Tier 1 hardware, software, and network issues, providing guidance to end-users.
• Manage and maintain accurate incident records in the ticketing system, documenting solutions and escalating unresolved issues to Tier 2/3 support teams.
• Perform IT-related tasks for onboarding and offboarding employees, including assistance with account provisioning and hardware setup or recovery processes.
• Collaborate with internal teams and external vendors to ensure seamless operations and minimal downtime.
• Monitor infrastructure performance and identify areas for improvement.
• Contribute to team documentation, including knowledge base articles and IT procedural guides