Technical Support Analyst Levels 1-2

Metropolitan Transportation Authority-posted 20 days ago
$58,963 - $92,656/Yr
Full-time • Entry Level
Hybrid • New York, NY
5,001-10,000 employees
Executive, Legislative, and Other General Government Support
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The primary purpose of this position is to provide technical support to clients who use computer hardware, software, telecommunications, and technology services as part of their MTA work responsibilities so that these clients can successfully and reliably utilize the technology necessary for them to perform their assigned duties. This technical support includes, but is not limited to, the following: desktop computers, phones/phone services, mobile devices - phones/phone services, tablets, laptops, etc., and related devices, as well as printers and other peripheral devices and accessories, software installed, software accessed, voice and data communications, and related central support systems. The goal is that a Technical Support Analyst can and will provide seamless integrated technical support service to the client across all of these platforms and services.

  • Provide technical support services to clients at MTA sites and in remote locations, including, but not limited to: Preparation and installation of hardware devices, software, apps, and files, and connection to data, voice, and mobile networks as required Update, upgrade, and replacement of hardware devices and software Installation of and connection to software, apps, and files, and upgrade of and connection to software, apps, and files Reassignment of hardware devices and connection to networks as required Relocation of hardware devices and connection to networks as required Coordination for the setup of users with appropriate access to hardware devices, software, apps, files, systems, and networks, etc. Provision of maintenance services on hardware devices and software Other requests are designed to provide the necessary systems access to the client
  • Respond to reported incidents and troubleshoot and resolve issues with hardware devices, software, access, and connectivity
  • Perform technical support services on project-related work such as hardware devices and software, systems implementations, set-up of new sites, etc.
  • Provide second-level support for IT-related technical problems and services. This includes issues not resolvable at the Level 1 and provides in-depth technical support, and, where necessary, basic product and service support.
  • Access, enter, and maintain MTA data on various vendor portals (such as those used by wireless vendors, hardware device vendors, software/apps vendors, etc.), necessary to provide access, track progress, and record service to MTA users
  • Utilize administration and related tools (such as ARS, and AirWatch management portal to manage mobile passwords and accounts) necessary to complete a service request, resolve an incident, complete a project task, etc.
  • Maintain departmental records in a timely and accurate manner for all services provided in accordance with MTA policies and procedures when deploying, installing, maintaining, servicing, and deinstalling IT assets, utilizing systems as identified by the MTA. This includes system entry of all incidents, service requests, and project data in accordance with IT requirements.
  • Participate in the evaluation of new products and technologies.
  • Prepare documentation necessary to assist user clients and IT staff for items in the unit's area of responsibility. This includes such items as help files, "how-to" videos, service alerts, etc.
  • Evaluate non-standard user requests and requirements and recommend effective technological solutions.
  • Guide less senior staff in the performance of their tasks.
  • Associate degree in Computer Science, Information Technology, or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree.
  • Must possess basic knowledge and familiarity with installing, maintaining, and troubleshooting user resources, including, but not limited to, operating system software, MS Office suite, commercial off the shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions, and all commonly used peripherals and accessories
  • Ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.
  • Experience with and understanding of ServiceNow or similar ITIL-based ITSM (IT Service Management) systems preferred
  • Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.
  • Must be skilled in personal computer and mobile phone usag, including Microsoft Office Suite (Word, Excel, PowerPoint, etc.), email, texting, video communications, etc.
  • Strong oral and written communication skills.
  • Strong analytical skills.
  • Strong people skills.
  • Must be able to move and lift up to 25 lbs. of equipment such as monitors, keyboards, CPUs, printers, laptops, firewalls, switches, and other technology devices etc.
  • Must possess a valid driver's license.
  • Must possess a minimum of 2 years' experience providing direct IT technical support to IT users by installing, maintaining and supporting user devices (e.g. desktop, mobile, etc.), software/apps, peripheral devices, and accessories and related technologies, and/or voice and/or data telecommunications technologies and network resources and protocols, or a Bachelor's Degree in Computer Science or related fields.
  • Proven knowledge and familiarity with installing, maintaining, and troubleshooting user resources, including, but not limited to, operating system software, MS Office suite, commercial off the shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions, and all commonly used peripherals and accessories
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