Device Specialist

Massachusetts Bay Transportation Authority•Boston, MA

1d•Hybrid

About The 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 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. Job Summary Purpose and Scope The Device Specialist will be a Transit Applications team member supporting primarily the MBTA’s Inventory Data Collection System (IDCS) devices as well as occasionally helping with other team applications/needs as time and training permit. Devices in use are handheld barcode scanners and Zebra brand barcode printers. The Device Specialist provides operational support ensuring scanners and printers are properly configured, updated, available, and functioning. The role supports users across warehouse and stockroom environments, performs device monitoring and triage, and assists with IDCS application workflows and upgrades.

Requirements

Four (4) years of experience supporting devices such as handheld scanners, printers, and/or smart phones.
Valid driver’s license, personal vehicle, and responsibility for all associated car costs.
Ability to use and care for an MBTA laptop for remote work.
Ability to use and care for an MBTA smart phone.
Ability to work a hybrid work schedule, either at the office, 10 Park Plaza, Boston, or traveling to a warehouse/stockroom location, a minimum of twice a week.
Familiarity with MS Office (Excel, Word and PowerPoint).
Experience triaging and solving helpdesk calls.
Successful listening skills.
Professional phone manner and etiquette.
Experience working successfully with a variety of people, including successful teamwork and proven ability to teach application materials to users of various technical abilities.
Effective communication, analytic abilities, organizational and presentation skills.
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 (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 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.
Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.

Nice To Haves

Ability to work with a diverse and large internal customer base.
Problem solving skills.
Knowledge and understanding of networks.
Public transit knowledge or interest.

Responsibilities

Proactively monitor scanners and printers to ensure online availability.
Set up scanners for production or training use.
Respond to help desk tickets to provide user support.
Ensure scanner operating system (OS) updates, testing, and go-live success.
Provide onsite triage of devices as needed.
Learn and support the IDCS application as it pertains to users, networks, scanners, printers, and upgrades.
Perform all other duties and projects that may be assigned.
Additional responsibilities may include focus on one or more departments or locations.