Computer Support Analyst Levels 1-5 TCU Represented

Job ID: 9146

Business Unit: MTA Headquarters

Location: New York, NY, United States

Regular/Temporary: Regular

Department: IT Data Center & Mainframe

Date Posted: Oct 14, 2024

Description

Job Title: Computer Support Analyst Levels 1-5 (Represented)

Deadline: Open Until Filled

Salary: Level 1: Step 1: $57,100 Step 7: $81,572

Level 2: Step 1: $62,812 Step 7: $89,731

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: MTA IT/ Data Center and Mainframe

Agency: MTA Headquarters

Location: Various Locations as Requested (Manhattan/Queens)

Hours: 7:30 AM - 3:30 PM or 9:30 AM - 5:30 PM (8 work hours/day)

Reports To: Product Director Mainframe Application

This position is eligible for telework. New Hires are eligible to apply 30 days after their effective date of hire.

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 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 fewer 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 corporate email system and environment.
• Design and engineer solutions and standards to be applied within the section.
• Perform and coordinate electronic data discoveries, 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:

• Provide first and second level help desk / desktop support for all IT related technical problems and services
• 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 quality of the final product is high.

Qualifications

Desired Skills

• Proven ability to multi-task and to meet deadlines
• Write and edit documents to keep procedures current.
• Develop shell scripts to automate daily reports and notifications.
• Install, upgrade, Control-M Server with Agents and EM components.
• Create reports using Control-M Reporting Facility.
• Working knowledge of Control-M in UNIX environment.
• Working knowledge of Control-M Enterprise Manager Security options.
• Working knowledge of Control-M Enterprise Server components.
• Working knowledge of PeopleSoft Application
• Proven In-depth knowledge of Control-M version 8 and 9.
• Proven ability to handle job scheduling functions.

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 communications 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.

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.
• Ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.

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.

Education and Experience

Level 1

• Bachelor's degree in computer science, Information Technology, or related discipline; or a minimum of 1 years' 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.

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.

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.

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.

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.

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.