Endpoint Technology Analyst (Contractor position)

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, sustainability, culture, and accessibility, and each employee performs their roles based on our vision, mission, and values.

About the Role

The Endpoint Technology Analyst is a specialized role focused on the implementation, support, and ongoing maintenance of MBTA endpoints, including computers, mobile devices (phones and tablets), peripherals, and audio/visual (A/V) equipment. This role includes a strong emphasis on endpoint setup, Microsoft Intune and other endpoint management platforms, and the efficient rollout of devices and related technology. The position requires working at various MBTA locations in the field to support the rollout and ongoing support of endpoints and applications. The analyst will work closely with IT, operations, training teams, and external vendors to ensure a seamless and productive endpoint experience for employees, with a particular focus on building rapport and effectively communicating technical information to frontline workers.

Responsibilities

• Execute the physical setup and configuration of endpoints (computers, tablets, smartphones, peripherals, A/V equipment) for large-scale deployments.
• Coordinate with vendors for procurement, staging, and delivery of endpoint hardware and accessories.
• Install and configure necessary software applications, operating systems, and security settings.
• Troubleshoot endpoint hardware and software issues during deployment and ongoing use.
• Manage endpoint inventory and track device lifecycle.
• Enroll and configure endpoints in Microsoft Intune and other endpoint management systems.
• Troubleshoot endpoint management-related issues and provide user support.
• Maintain endpoint management documentation and procedures.
• Support wired, wireless, and cellular network connectivity for endpoints.
• Troubleshoot connectivity issues and coordinate with network teams or carriers for resolution.
• Maintain a strong understanding of endpoint technologies, including Windows, macOS, iOS, Android, peripherals, and A/V systems.
• Provide technical support and guidance to users on endpoint-related issues.
• Assist with development of user guides, training materials, and support documentation for endpoints and applications.
• Train employees on endpoint usage and best practices.
• Travel to and work at various MBTA locations to support the rollout, configuration, ongoing maintenance, and troubleshooting of endpoints and related systems.
• Provide on-site technical assistance and troubleshooting to end-users at different worksites.
• Perform all other duties and projects that may be assigned.

Requirements

• Bachelor’s degree from an accredited institution in Computer Science or a related field.
• Four (4) years of experience in endpoint management, deployment, and support.
• Ability to travel to various MBTA worksites, offices, and locations.
• Proficiency in operating systems including Windows, macOS, iOS, and Android.
• Strong knowledge of Microsoft Intune or equivalent endpoint management systems (e.g., SCCM, Jamf).
• Experience with peripheral devices (printers, scanners, docking stations) and A/V systems.
• Basic networking knowledge.
• Excellent communication and interpersonal skills, with a focus on building rapport and effectively communicating technical information to frontline workers.
• Ability to respond to all inquiries in a courteous and professional manner.

Preferred Skills

• Experience with large-scale endpoint rollouts.
• Strong organizational and time management skills.
• Ability to work under pressure and meet deadlines.
• Problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Ability to work effectively in a field environment.

Substitutions

• 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’s degree from an accredited institution and 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.
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.

Physical Demands and Working Conditions

• Available to work any and all shifts and/or locations as assigned or directed.
• Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.

The physical demands and work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Conditions

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship/co-op program.
• 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 diverse workforce team.
• 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 a current student or recent graduate), including overall employment, job performance, discipline, and safety records.
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and/or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.