Overview

Job Information

Job Title: Computer Support Analyst Level 4-5 (Represented)

Salary Range: Level 4 Min. $ 69,191.51 Max. $ 98,845.02

Level 5 Min. $ 78,934.56 Max. $ 112,763.67

Dept/Div: MTA IT/IT Product Management

Supervisor: Product Director Mainframe Application Product

Location: 2 Broadway, New York, NY 10004 or as required

Hours of Work: 3:00PM-11:30PM (8 work hours/day) or various as required

Deadline: September 12, 2022

In order to protect our employees and continue to provide safe and reliable service to our communities, as of November 14, 2021 we are requiring all new MTA hires to be fully vaccinated against COVID-19 prior to their start date. MTA will consider exceptions for religious and medical reasons, where appropriate. “Fully vaccinated” means you must have both doses of a 2-dose vaccine and two weeks have elapsed since the second dose, or have received 1 dose of a 1-dose vaccine and two weeks have elapsed since the dose. Proof of your vaccination status in the form of a CDC vaccine card must be submitted prior to your start date.

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 4

  • 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.
  • 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.
  • Plan, design and engineer solutions and projects to be implemented within the section.
  • Perform and coordinate electronic data discoveries, maintaining confidentiality and meeting required deliverable time frames.
  • Contribute to the planning and coordination of tasks associated with technology related projects.

Level 5

  • 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.
  • 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.
  • Plan, design and engineer solutions and projects to be implemented within the section.
  • Perform and coordinate electronic data discoveries, maintaining confidentiality and meeting required deliverable time frames.
  • 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 4

  • 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.
  • 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.
  • 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.
  • Must be able to move and lift up to 25 lbs. of equipment such as monitors, keyboards, CPUs, printers, laptops, firewalls, etc.

Level 5

  • 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.
  • 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.
  • Strong oral and written communications skills.
  • Advanced analytical skills.
  • Strong people skills and proven leadership experience.
  • Demonstrated ability to plan activity and provide advanced technical direction to less senior staff members.
  • Demonstrated ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
  • Must be able to move and lift up to 25 lbs. of equipment such as monitors, keyboards, CPUs, printers, laptops, firewalls, etc.
  • Must possess a valid driver’s license.
  • Must demonstrate highly developed knowledge of current industry standard IT technologies and market trends.

Education and Experience

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.

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 $101,379 (this figure is subject to change) per year or if the position is designated as a policy maker.

How To Apply

Qualified applicants can submit an online application by clicking on the ‘APPLY NOW’ button from either the CAREERS page or from the JOB DESCRIPTION page.

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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.