Computer Support Analyst I

Title: Computer Support Analyst 1

Location:  New York, NY

SALARY RANGE:

Step 1: $57,100

Step 2: $61,179

Step 3: $65,258

Step 4: $69,336

Step 5: $73,415

Step 6: $77,493

Step 7: $81,572

DEPT/DIV:                          

Information Technology

SUPERVISOR:                    

Manager, IT Client Support

LOCATION:

2 Broadway

HOURS OF WORK:           

8 hours/day, shift work or as required

This position is represented by the Transportation Communications Union (TCU)

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.

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. 

Critical Skills:

1. Demonstrate working familiarity with ServiceNow and other ITSMs, and Automated Call Distribution (ACD) systems; create and escalate incidents, service requests, and recurring issues to the appropriate support teams, ensuring proper coordination; communicate clearly, provide detailed and accurate documentation, and follow up through resolution, while keeping clients and the team informed through timely status updates and clear expectations;  Exhibit strong customer service skills.
2. Review, create, and modify ServiceNow Service Desk Knowledge Base articles, Help Files, etc., processes and procedures, and related documentation, as well as create and review reports to analyze data, identify trends and opportunities for improvement, and make recommendations based on the results

Responsibilities

• 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.

Required Qualifications

• 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 communication 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.
• Must possess a basic knowledge, familiarity, and experience with maintaining and supporting desktop hardware, software, and network resources and protocols.

Required Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related discipline; or a minimum of 1 year’s experience installing, maintaining, and supporting desktop technologies in an office environment.

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 the 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.