Responsibilities:

Level 1:

• 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.

Level 2:

Same as Level 1 with the following additional responsibilities:

• Evaluate user requests and requirements and recommend effective technological solutions.
• Guide less senior technicians and staff in the performance of their tasks.

Level 3:

Same as Level 2 with the following additional responsibilities:

• Assist with supporting, maintaining and administering the corporate email system and environment.
• Design and engineer solutions and standards to be applied within the section.
• Perform and coordinate electronic data discovery, maintaining confidentiality and meeting required deliverable time frames.

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

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.
• 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 the quality of the final product is high.

Qualifications:

Level 1:

• 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.

Level 2:

Same as Level 1 with the following additional qualifications:

• 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.

Level 3:

Same as Level 2 with the following additional qualifications:

• 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 provide technical direction to less senior staff members.
• Ability to design & engineer technical solutions and standards.
• Ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.

Level 4:

Same as Level 3 with the following additional qualifications:

• 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 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 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.
• 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 demonstrate highly developed knowledge of current industry standard IT technologies and market trends.
• Demonstrated ability to plan, present and apply complex technology solutions to solve critical business requirements effectively and efficiently.
• Proven experience working with senior-level staff contributing to both short- and long-term technology-related planning strategies.

Required Education and Experience:

Level 1:

• 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.
• Must possess a basic knowledge, familiarity and experience with maintaining and supporting desktop hardware, software and network resources and protocols.
• Must possess a valid driver’s license.

Level 2:

• Bachelor’s degree in Computer Science, Information Technology or related discipline; or a minimum of 5 years’ experience installing, maintaining and supporting desktop technologies in an office environment.
• Must possess a minimum of 3 years’ experience maintaining and supporting desktop hardware, software and network resources and protocols.
• Must possess a valid driver’s license.

Level 3:

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

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.
• Must possess a valid driver’s license.

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.
• Must possess a valid driver’s license.

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.

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.