Computer Support Analyst Levels 3-5 (Tcu Represented)

Description

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

• Perform all functions relating to the receipt, inventory, storage, tracking, repair, disposal, and reporting of Information Technology assets utilized throughout the organization.
• Perform and coordinate electronic data discoveries, maintaining confidentiality and meeting required deliverable time frames.
• Participate in the evaluation of new products and technologies.
• Maintain departmental records in a timely and accurate manner for all IT assets in accordance with MTA policies and procedures.
• Evaluate user requests and requirements and recommend effective technological solutions.
• Install, configure, and troubleshoot complex hardware and/or software solutions supporting critical business functions and customer facing services.
• Guide less senior technicians and staff in the performance of their tasks.
• Timely and accurate completion of all Call Center data in accordance with IT requirements.
• Support satellite locations in a timely and effective manner during the installation, maintenance, troubleshooting and repair of all IT related desktop technologies.
• Design and engineer solutions and standards to be applied within the section.
• Provide first and second level help desk / desktop support for all IT related technical problems and services.
• Assist with supporting, maintaining, and administering corporate email system and environment.

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.
• Contribute to the planning and coordination of tasks associated with technology related projects.
• Plan, design and engineer solutions and projects to be implemented within the section.

Level 5

Same as level 4 with the following additional responsibilities:

• Lead the planning and coordination of tasks and activities in support of IT related projects and initiatives.
• 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.
• Plan, design and engineer solutions and projects to be implemented within the section.
• Provide first and second level help desk / desktop support for all IT related technical problems and services.
• Install and oversee the configuration and troubleshooting of complex hardware and/or software solutions supporting critical business functions and customer facing services.
• Assume complete ownership of the desktop elements of a project or the implementation of a large-scale system.

Qualifications

Level 3

• Provide technical support for all MTA smartphones and tablets, mobile software, and associated peripherals.
• Strong analytical skills.
• Basic knowledge and experience with enterprise grade Mobile Device Management platforms.
• Must be able to move and lift up to 25lbs of equipment such as monitors, keyboards, CPUs, printers, laptops, firewalls, etc.
• 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.
• Strong oral and written communications skills.
• Ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.
• 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 perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
• Recent familiarity and experience navigating various (Verizon, AT&T, T-Mobile…) wireless vendor internet portals for technical support and account management purposes.
• Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.
• Must possess a valid driver’s license.
• Familiarity with VMWare Workspace One (AirWatch).
• Ability to design & engineer technical solutions and standards.
• Coordinate and schedule deployment of mobile hardware and software to MTA employees and assist with wireless vendor service troubleshooting and technical support.
• Experience deploying mobile smartphones, tablets and software for large enterprise projects and initiatives.
• Ability to provide technical direction to less senior staff members.
• Familiarity and experience troubleshooting mobile Operating System software issues (iOS, Android...).
• Strong people skills.
• Extensive recent familiarity and experience with various (Verizon, AT&T, T-Mobile…) wireless vendor internet portals for technical support and account management purposes.
• Basic knowledge and familiarity with VMWare Workspace One (AirWatch).

Level 4

Same as level 3 with the following additional qualifications:

• Intermediate knowledge and experience with enterprise class Mobile Device Management platforms.
• 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.
• Experience planning, designing, and engineering solutions and projects to be implemented within the section.
• Strong familiarity and experience troubleshooting mobile Operating System software issues (iOS, Android…).
• Ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
• Strong familiarity and experience with various (Verizon, AT&T, T-Mobile…) wireless vendor internet portals for technical support and account management purposes.
• Demonstrated ability to plan, organize, coordinate and provide advanced technical direction to less senior staff members.

Level 5

Same as level 4 with the following additional qualifications:

• Demonstrated ability to plan, present and apply complex technology solutions to solve critical business requirements effectively and efficiently.
• Demonstrated ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
• Advanced experience deploying mobile smartphones, tablets, and software for large enterprise projects and initiatives.
• Intermediate knowledge and familiarity with VMWare Workspace One (AirWatch).
• Demonstrated ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.
• Experience planning, designing, and engineering solutions and projects to be implemented within the Organization.
• Proven experience working with senior level staff contributing to both short- and long-term technology related planning strategies.
• Must demonstrate highly developed knowledge of current industry standard IT technologies and market trends.
• Advanced analytical skills.
• Strong people skills and proven leadership experience.
• 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 read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.

Education and Experience

Level 3

• Must possess a minimum of 5 years’ experience maintaining and supporting desktop hardware, software and network resources and protocols.
• 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.

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.