Description
Position at MTA Headquarters
Job Information
Job Title: Computer Support Analyst levels 3-5 (TCU Represented).
Salary Range:
Level 3: Step 1: $69,092 Step 7: $98,703
Level 4: Step 1: $76.001 Step 7: $108,573
Level 5: Step 1: $86,703 Step 7: $123,862
Dept/Div: IT Infrastructure/Operations
Supervisor: Lead Mobile Device Support OPS
Location: 420 Lexington Ave., New York, NY, and various locations
Hours of Work: 8:30 AM -5:00 PM (8 hours/day) or as required.
Deadline: Open Until Filled
Summary
The primary purpose of this position is to provide technical support to clients utilizing MTA computer hardware, software, and technology services within an integrated network environment.
Responsibilities
Level 3
- Install, configure, and troubleshoot complex hardware and/or software solutions supporting critical business functions and customer facing services.
- Provide first and second level help desk / desktop support for all IT related technical problems and services.
- Support satellite locations in a timely and effective manner during the installation, maintenance, troubleshooting and repair of all IT related desktop technologies.
- Maintain departmental records in a timely and accurate manner for all IT assets in accordance with MTA policies and procedures.
- Timely and accurate completion of all Call Center data in accordance with IT requirements.
- Perform all functions relating to the receipt, inventory, storage, tracking, repair, disposal, and reporting of Information Technology assets utilized throughout the organization.
- Participate in the evaluation of new products and technologies.
- Evaluate user requests and requirements and recommend effective technological solutions.
- Guide less senior technicians and staff in the performance of their tasks.
- Assist with supporting, maintaining, and administering corporate email system and environment.
- Design and engineer solutions and standards to be applied within the section.
- 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:
- Install and oversee the configuration and troubleshooting of complex hardware and/or software solutions supporting critical business functions and customer facing services.
- Plan, design and engineer solutions and projects to be implemented within the section.
- Contribute to the planning and coordination of tasks associated with technology related projects.
Level 5
Same as level 4 with the following additional responsibilities:
- Install and oversee the configuration and troubleshooting of complex hardware and/or software solutions supporting critical business functions and customer facing services.
- Provide first and second level help desk / desktop support for all IT related technical problems and services.
- Plan, design and engineer solutions and projects to be implemented within the section.
- Lead the planning and coordination of tasks and activities in support of IT related projects and initiatives.
- Assume complete ownership of the desktop elements of a project or the implementation of a large-scale system.
- Manage and participate in all technical and non-technical tasks, such as entering procurement requests, while ensuring that milestones are met according to plan and quality of the final product is high.
Qualifications
Level 3
- Recent familiarity and experience navigating various (Verizon, AT&T, T-Mobile…) wireless vendor internet portals for technical support and account management purposes.
- Basic knowledge and experience with enterprise grade Mobile Device Management platforms.
- Familiarity and experience troubleshooting mobile Operating System software issues (iOS, Android…).
- Ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.
- Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.
- Strong oral and written communications skills.
- Strong analytical skills.
- Strong people skills.
- Must be able to move and lift up to 25lbs of equipment such as monitors, keyboards, CPUs, printers, laptops, firewalls, etc.
- Must possess a valid driver’s license.
- Proven knowledge and familiarity with installing, maintaining, and troubleshooting desktop resources including, but not limited to operating system software, MS Office suite, commercial off the shelf software, desktops, laptops, mobile devices, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used desktop peripherals.
- Basic knowledge and familiarity with VMWare Workspace One (AirWatch).
- Ability to provide technical direction to less senior staff members.
- Strong knowledge and familiarity with installing, maintaining, and troubleshooting desktop resources including, but not limited to operating system software, MS Office suite, commercial off the shelf software, desktops, laptops, mobile devices, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used desktop peripherals.
- Extensive recent familiarity and experience with various (Verizon, AT&T, T-Mobile…) wireless vendor internet portals for technical support and account management purposes.
- Familiarity with VMWare Workspace One (AirWatch).
- Experience deploying mobile smartphones, tablets and software for large enterprise projects and initiatives.
- Ability to design & engineer technical solutions and standards.
- Ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
- Provide technical support for all MTA smartphones and tablets, mobile software, and associated peripherals.
- Coordinate and schedule deployment of mobile hardware and software to MTA employees and assist with wireless vendor service troubleshooting and technical support.
Level 4
Same as level 3 with the following additional qualifications:
- Advanced knowledge and familiarity with installing, maintaining, and troubleshooting desktop resources including, but not limited to operating system software, MS Office suite, commercial off the shelf software, desktops, laptops, mobile devices, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used desktop peripherals.
- Strong familiarity and experience with various (Verizon, AT&T, T-Mobile…) wireless vendor internet portals for technical support and account management purposes.
- Intermediate knowledge and experience with enterprise class Mobile Device Management platforms.
- Strong familiarity and experience troubleshooting mobile Operating System software issues (iOS, Android…).
- Experience planning, designing, and engineering solutions and projects to be implemented within the section.
- Demonstrated ability to plan, organize, coordinate and provide advanced technical direction to less senior staff members.
- Ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
Level 5
Same as level 4 with the following additional qualifications:
- Demonstrated advanced knowledge and familiarity with installing, maintaining, and troubleshooting desktop resources including, but not limited to operating system software, MS Office suite, commercial off the shelf software, desktops, laptops, mobile devices, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used desktop peripherals.
- Intermediate knowledge and familiarity with VMWare Workspace One (AirWatch).
- Advanced experience deploying mobile smartphones, tablets, and software for large enterprise projects and initiatives.
- Experience planning, designing, and engineering solutions and projects to be implemented within the Organization.
- Demonstrated ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.
- Demonstrated ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.
- Advanced analytical skills.
- Strong people skills and proven leadership experience.
- Demonstrated ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
- Must demonstrate highly developed knowledge of current industry standard IT technologies and market trends.
- Demonstrated ability to plan, present and apply complex technology solutions to solve critical business requirements effectively and efficiently.
- Proven experience working with senior level staff contributing to both short- and long-term technology related planning strategies.
Education and Experience
Level 3
- Bachelor’s degree in computer science, Information Technology, or related discipline; or a minimum of 7 years’ experience installing, maintaining, and supporting desktop technologies in an office environment.
- Must possess a minimum of 5 years’ experience maintaining and supporting desktop hardware, software and network resources and protocols.
Level 4
- Bachelor’s degree in computer science, Information Technology, or related discipline; or a minimum of 10 years’ experience installing, maintaining, and supporting desktop technologies in an office environment.
- Must possess a minimum of 8 years’ experience maintaining and supporting desktop hardware, software and network resources and protocols and protocols.
Level 5
- Bachelor’s degree in computer science, Information Technology, or related discipline; or a minimum of 12 years’ experience installing, maintaining, and supporting desktop technologies in an office environment.
- Must possess a minimum of 10 years’ experience maintaining and supporting desktop hardware, software and network resources and protocols.
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.
As an employee of MTA Headquarters, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $108,638 (this figure is subject to change) per year or if the position is designated as a policy maker.
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.