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Network Analyst - Senior

Location: Boston, Massachusetts
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A&F IT is an agency under the Executive Office for Administration & Finance which serves as the IT liaison for 22 A&F entities across the Commonwealth, including the Executive Office of the Governor. A&F IT oversees and provides all the IT application support for these agencies to ensure their IT operations are running effectively and efficiently.


A&F IT is hiring a seasoned consultant resource for a period of (6) months, with an option to renew. The individual will primarily focus its work at the Governor’s Office and if time permits, complete related tasks for other A&F IT-supported agencies. The Governor’s Office is a fast-paced, high pressure environment. Candidates must be professional, self-motivated, responsible, flexible and willing to work days, nights and weekends during peak work cycles. 


This individual will:

  • Maintain confidentiality with regard to information being processed, stored or accessed.
  • Assist with the installation, configuration, troubleshooting and repair of VoIP and video conferencing solutions.
  • Assist with the preparation and deployment of desktops/laptops/mobile devices for users.
  • Identify, troubleshoot, evaluate and solve technical problems that end users are experiencing. Examples of issues include, but are not limited to:
    • Desktop/laptop hardware (Win10 & Win7 primarily)
    • Application support (Microsoft Office Suite, Adobe, Virtual Private Networking, etc.) and performance troubleshooting
    • Mobile computing
    • Cabling infrastructure
    • Network switching
    • Telephones (desk phones, mobile phones, soft phones)
    • Call Center technology
    • Collaborative technology
    • Video conferencing technology
  • Document end user interactions, including details of inquiries, complaints, comments and actions taken during the troubleshooting/installation process via ServiceNow. ServiceNow is the Commonwealth’
  • Document and maintain inventories.
  • Document network, system and application data flow.
  • Develop end user Job Aids to simplify the end user experience.
  • Maintain ServiceNow ticket queue to meet SLAs and provide quick resolution to the end user community, including updating them when appropriate.
  • Escalate to management any trending issues and/or incidents that might need to be escalated to a Major Incident.
  • Ensure security protocols and accuracy as it pertains to all Commonwealth business processes.
  • Provide high quality customer service in all facets of support and deliverables.
  • Attend training when required.
  • Adhere to all quality, organizational and Commonwealth policies and procedures.
  • Perform all administrative duties as required.
  • Assume additional duties and responsibilities as required by management in order to assist the completion of special and/or ongoing projects.


This individual must have:

  • Proven working experience in the information technology sector.
  • Superb communication (written and verbal) and interpersonal skills.
  • Excellent logical and critical thinking, analytical and problem-solving abilities.
  • Solid organizational skills including attention to detail, ability to be versatile and multi-task effectively and efficiently.  
  • Strong working knowledge of Microsoft Project, Excel, PowerPoint and other Office products.



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