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Computer Support Analyst 1-3 Represented
Job ID: 5736
Business Unit: MTA Headquarters
Location: New York, NY, United States
Regular/Temporary: Regular
Department: IT Client Support
Date Posted: Mar 20, 2024
Description
Job Title: Computer Support Analyst Levels 1-3 (Represented)
Deadline: Open Until Filled
Salary: Level 1: Step 1: $57,100 Step 7: $81,572
Level 2: Step 1: $62,812 Step 7: $89,731
Level 3: Step 1: $69,092 Step 7: $98,703
Dept./Div: MTA IT/ Office of IT Infrastructure & Operations
Agency: MTA Headquarters
Location: Various Locations as Requested (Manhattan/Queens/Brooklyn/North White Plains)
Hours: Various (including Nights, Weekends, and Holidays) 24x7x365 environment. (8 hrs/day)
Reports To: Dir Service Desk Ops • IT Client Support
This position is eligible for telework. New Hires are eligible to apply 30 days after their effective date of hire.
Playing a vital role in the economy of New York State and Connecticut, the Metropolitan Transportation Authority (MTA), consists of the busiest commuter railroad, subway, and bus systems in the nation, with an annual ridership of over 2.6 billion. The MTA is comprised of MTA Headquarters/Police and the following MTA Agencies: Long Island Railroad, Metro-North Railroad, NYC Transit, Bus, Bridges and Tunnels, and Capital Construction. This position is in the Finance & Administration Division of the MTA Headquarters Information Technology (IT) Department.
Summary
This position is at the IT Service Desk, located at 2 Broadway. The primary purpose of this position is to provide 24x7 remote, non-deskside, technical support to all internal MTA clients, utilizing MTA computer hardware, software and technology services within an integrated network environment.
Responsibilities
Level 1
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.
Level 2
Same as Level 1 with the following additional responsibilities:
Evaluate user requests and requirements and recommend effective technological solutions.
Guide fewer senior technicians and staff in the performance of their tasks.
Level 3
Same as Level 2 with the following additional responsibilities:
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.
Qualifications
Level 1
Basic 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.
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.
Level 2
Same as Level 1 with the following additional qualifications:
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.
Level 3
Same as Level 2 with the following additional qualifications:
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.
Ability to provide technical direction to less senior staff members.
Ability to design & engineer technical solutions and standards.
Ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
Education and Experience
Level 1
Bachelor’s degree in computer science, Information Technology, or related discipline; or a minimum of 1 years’ experience installing, maintaining, and supporting desktop technologies in an office environment.
Must possess a basic knowledge, familiarity, and experience with maintaining and supporting desktop hardware, software and network resources and protocols.
Level 2
Bachelor’s degree in computer science, Information Technology, or related discipline; or a minimum of 5 years’ experience installing, maintaining, and supporting desktop technologies in an office environment.
Must possess a minimum of 3 years’ experience maintaining and supporting desktop hardware, software and network resources and protocols.
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.
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.
Please be advised that pursuant to MTA Code of Ethics and New York State Ethics Law, you have been designated as a policy maker. Therefore, you will be required to file an annual financial disclosure statement with the Commission on Ethics and Lobbying in Government. The Commission will notify you of this filing requirement via your work email. Upon receipt of notification from the Commission you will have 30 days to complete your financial disclosure statement.
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.