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Metropolitan Transportation Authority · 2 weeks ago

Technical Support Analyst Levels 1 - 2

New York, NY

Full-time

Hybrid

Entry, Mid Level

$59K/yr - $84K/yr

2+ years exp

Metropolitan Transportation Authority is seeking Technical Support Analysts to provide technical support to clients using various technology services. The role involves installation, maintenance, and troubleshooting of hardware and software to ensure clients can effectively utilize technology in their work.

Transportation/Trucking/Railroad

Responsibilities

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

This includes all necessary tasks for deployment so that the client can use the hardware devices as intended, with full operational access to the requested service(s). Deployment encompasses all the processes involved in getting new software or hardware up and running properly in its environment, including installation, configuration, running, testing, and making necessary changes

Such technical support services can be delivered in person, on-site at any MTA-designated location, or remotely, to MTA clients for any MTA organization, unit, group, or project

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

Qualification

Technical SupportTroubleshootingOperating SystemsServiceNowMicrosoft Office SuiteAnalytical SkillsPeople SkillsCommunication Skills

Required

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

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 usage, 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

Preferred

Experience with and understanding of ServiceNow or similar ITIL-based ITSM (IT Service Management) systems preferred

Company

Metropolitan Transportation Authority

Glassdoor3.6

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people in the 5,000-square-mile area fanning out from New York City through Long Island, southeastern New York State, and Connecticut.

Founded in 1834

New York, NY, US

10001+ employees