JOB TITLE:
Technical Support Analyst – Levels 1-5
SALARY RANGE:
Level 1 $58,963 - $84,233
Level 2 $64,859 - $92,656
Level 3 $71,345 - $101,922
Level 4 $78,480 - $112,114
Level 5 $89,531 - $127,901
DEPT/DIV:
Information Technology
SUPERVISOR:
Manager, IT Client Support
LOCATION:
2 Broadway, New York, NY 10004
HOURS OF WORK:
9:00 am - 5:30 pm (7.5 hours/day) or as required
Opening:
The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.
Job Summary:
The primary purpose of this position is to provide technical support to clients who use computer hardware, software, telecommunications, and technology services as part of their MTA work responsibilities so that these clients can successfully and reliably utilize the technology necessary for them to perform their assigned duties.
This technical support includes, but is not limited to, the following: desktop computers, phones/phone services, mobile devices – phones/phone services, tablets, laptops, etc., and related devices, as well as printers and other peripheral devices and accessories, software installed, software accessed, voice and data communications, and related central support systems.
The goal is that a Technical Support Analyst can and will provide seamless integrated technical support service to the client across all of these platforms and services.
Responsibilities:
Level 1
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Provide technical support services to clients at MTA sites and in remote locations, including, but not limited to:
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Preparation and installation of hardware devices, software, apps and files, and connection to data, voice, and mobile networks as required
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Update, upgrade, and replacement of hardware devices and software
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Installation of and connection to software, apps, and files and upgrade of and connection to software, apps, and files
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Reassignment of hardware devices and connection to networks as required
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Relocation of hardware devices and connection to networks as required
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Coordination for set up of users with appropriate access to hardware devices, software, apps, files, systems, and networks, etc.
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Provision of maintenance services on hardware devices and software
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Other requests designed to provide the necessary systems access to the client
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This includes all necessary tasks for deployment so that the client can use the hardware devices as intended, with full operational access to the requested service(s). Deployment encompasses all the processes involved in getting new software or hardware up and running properly in its environment, including installation, configuration, running, testing, and making necessary changes.
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Such technical support services can be delivered in person, on-site at any MTA-designated location, or remotely, to MTA clients for any MTA organization, unit, group, or project.
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Respond to reported incidents and troubleshoot and resolve issues with hardware devices, software, access, and connectivity
- Perform technical support services on project-related work such as hardware devices and software, systems implementations, set-up of new sites, etc.
- Provide second level support for IT-related technical problems and services. This includes issues not resolvable at the Level 1 and provides in-depth technical support, and where necessary, basic product and service support.
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Access, enter, and maintain MTA data on various vendor portals (such as those used by wireless vendors, hardware device vendors, software/apps vendors, etc.) necessary to provide access, track progress, and to record service to MTA users
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Utilize administration and related tools (such as ARS and AirWatch management portal to manage mobile passwords and accounts) necessary to complete a service request, resolve an incident, complete a project task, etc.
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Maintain departmental records in a timely and accurate manner for all services provided in accordance with MTA policies and procedures when deploying, installing, maintaining, servicing, and deinstalling IT assets, utilizing systems as identified by the MTA. This includes systems entry of all incident, service request, and project data in accordance with IT requirements.
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Participate in the evaluation of new products and technologies.
Level 2
Same as Level 1 with the following additional responsibilities:
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Provide second level support for IT-related technical problems and services. This includes issues not resolvable at the Level 1 and provides in-depth technical support, and where necessary, basic product and service support.
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Prepare documentation necessary to assist user clients and IT staff for items in the unit's area of responsibility. This includes such items as help files, "how-to" videos, service alerts, etc.
- Evaluate non-standard user requests and requirements and recommend effective technological solutions.
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Guide less senior staff in the performance of their tasks.
Level 3
Same as Level 2 with the following additional responsibilities:
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Provide second level support for IT-related technical problems and services. . This includes issues not resolvable at Level 1 and provides in-depth technical support, and where necessary, expert product and service support.
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Assist with supporting, maintaining and administering central user systems such as the corporate email system and environment, the voice phone systems (such as UCaaS), voice mail and mobile phone systems, etc.
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Design and engineer solutions and standards to be applied within the unit's area of responsibility.
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Perform and coordinate electronic data discoveries, maintaining confidentiality and meeting required deliverable time frames.
Level 4
Same as Level 3 with the following additional responsibilities:
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Prepare any documentation necessary to assist user clients and IT staff for items in the unit's area of responsibility. This includes such items as help files, "how-to" videos, service alerts, technical instructions, etc.
- Provide Level 1 coverage at the IT Service Desk as needed. This includes basic help desk resolution and service desk delivery.
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Evaluate non-standard user requests and requirements, recommend effective technological solutions, and participate in and guide the implementation of such solutions.
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Plan, design, and engineer solutions and projects to be implemented within the unit's area of responsibility.
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Install and oversee the configuration and troubleshooting of complex hardware and/or software solutions including those supporting critical functions and customer facing services.
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Contribute to the planning and coordination of tasks associated with technology-related projects.
Level 5
Same as Level 4 with the following additional responsibilities:
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Provide second- and higher-level help desk/support for IT-related technical problems and services. This includes issues not resolvable at the Level 1 and provides in-depth technical support, and where necessary, expert product and service support.
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Lead the planning and coordination of tasks and activities in support of IT-related projects and initiatives.
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Manage and participate in all technical and non-technical tasks, in support of IT-related projects and initiatives, while ensuring that milestones are met according to plan, and the quality of the final product is high.
Qualifications:
Level 1
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Associate degree in Computer Science, Information Technology or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree.
- Must possess basic knowledge and familiarity with installing, maintaining, and troubleshooting user resources including, but not limited to, operating system software, MS Office suite, commercial off-the-shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions, and all commonly used peripherals and accessories
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Ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.
- Experience with and understanding of ServiceNow or similar ITIL-based ITSM (IT Service Management) systems preferred
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Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.
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Must be skilled in personal computer and mobile phone usage including Microsoft Office Suite (Word, Excel, PowerPoint, etc.), email, texting, video communications, etc.
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Strong oral and written communications skills.
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Strong analytical skills.
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Strong people skills.
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Must be able to move and lift up to 25 lbs. of equipment such as monitors, keyboards, CPUs, printers, laptops, firewalls, switches, and other technology devices, etc.
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Must possess a valid driver's license.
Level 2
Same as Level 1 with the following additional qualifications:
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Associate degree in Computer Science, Information Technology, or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree.
- Must possess a minimum of 2 years’ experience providing direct IT technical support to IT users by installing, maintaining and supporting user devices (e.g. desktop, mobile, etc.), software/apps, peripheral devices, and accessories and related technologies, and/or voice and/or data telecommunications technologies and network resources and protocols, or a Bachelor’s Degree in Computer Science or related fields.
- Proven knowledge and familiarity with installing, maintaining, and troubleshooting user resources including, but not limited to, operating system software, MS Office suite, commercial off-the-shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used peripherals and accessories
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Must be highly skilled in personal computer and mobile phone usage including Microsoft Office Suite (Word, Excel, PowerPoint, etc.), email, texting, video communications, etc.
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Must possess a valid driver's license.
Level 3
Same as Level 2 with the following additional qualifications:
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Bachelor's degree in Computer Science, Information Technology or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree. Must possess a minimum of 1 year of experience providing direct IT technical support to IT users by installing, maintaining, and supporting user devices (e.g., desktop, mobile, etc.), software/apps, peripheral devices, and accessories and related technologies, and/or voice and/or data telecommunications technologies and network resources and protocols;
- Strong knowledge and familiarity with installing, maintaining, and troubleshooting user resources including, but not limited to, operating system software, MS Office suite, commercial off-the-shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions, and all commonly used peripherals and accessories
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Must possess a valid driver's license.
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Ability to provide direction to less senior staff members.
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Ability to design & engineer technical solutions and standards.
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Ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
Level 4
Same as Level 3 with the following additional qualifications:
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Bachelor's degree in Computer Science, Information Technology or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree. Must possess a minimum of 3 years’ experience providing direct IT technical support to IT users by installing, maintaining, and supporting user devices (e.g., desktop, mobile, etc.), software/apps, peripheral devices, and accessories and related technologies, and/or voice and/or data telecommunications technologies and network resources and protocols.
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Demonstrated advanced knowledge and familiarity with installing, maintaining, and troubleshooting user resources including, but not limited to, operating system software, MS Office suite, commercial off-the-shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used peripherals and accessories
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Demonstrated ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.
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Must possess a valid driver's license.
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Demonstrated ability to plan activity and provide advanced direction to less senior staff members.
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Demonstrated ability to plan, present and apply complex technology solutions to solve critical business requirements effectively and efficiently.
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Demonstrated ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
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Proven experience working with senior-level staff
Level 5
Same as Level 4 with the following additional qualifications:
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Bachelor's degree in Computer Science, Information Technology or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree.
- Must possess a minimum of 5 years’ experience providing direct IT technical support to IT users by installing, maintaining and supporting user devices (e.g. desktop, mobile, etc.), software/apps, peripheral devices, and accessories and related technologies, and/or voice and/or data telecommunications technologies and network resources and protocols.
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Must possess a valid driver's license.
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Must demonstrate highly developed knowledge of current industry standard IT technologies and market trends.
Other Information:
This is a resume-based position in the collective bargaining unit represented by the Transportation Communications Union (TCU) and will be governed by the terms of the associated TCU collective bargaining agreement for IT employees. As such, candidates selected for this position will be represented by TCU and be on MTA payroll. In addition, candidates selected may be required to work at any MTA Agency location.
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).
Equal Employment Opportunity:
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.
