Technical Support Analyst Levels

Join to apply for the Technical Support Analyst Levels 1-2 role at Metropolitan Transportation Authority.

Technical Support Analyst Levels 1-2

• Level 1: $58,963 - $84,233
• Level 2: $64,859 - $92,656

Information Technology

Manager, IT Client Support C

2 Broadway

9:00 a.m. – 5:30 p.m. (7.5 hours per day) or as required. This position is not eligible for telework.

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 desktop computers, phones, mobile devices, tablets, laptops, printers, peripheral devices, software, voice, data communications, and related central support systems.

The goal is for a Technical Support Analyst to provide seamless, integrated technical support across all platforms and services.

• Provide technical support services to clients at MTA sites and remote locations, including preparation, installation, update, and replacement of hardware and software.
• Connect devices to data, voice, and mobile networks.
• Reassign, relocate, and coordinate setup of hardware devices and software for new users.
• Maintain and provide maintenance services for hardware and software.
• Deploy new software or hardware, ensuring installation, configuration, testing, and adjustments.
• Deliver support in person or remotely for any MTA organization.
• Respond to incidents, troubleshoot, and resolve issues with hardware, software, access, and connectivity.
• Perform technical support for project-related work such as hardware/software implementations and new site setups.
• Provide second‑level support for IT‑related problems when Level 1 cannot resolve.
• Enter and maintain MTA data on vendor portals and use administration tools (e.g., ARS, Air Watch) to manage mobile accounts and passwords.
• Maintain departmental records accurately in accordance with MTA policies.
• Participate in evaluating new products and technologies.

• All Level 1 responsibilities.
• Prepare documentation to assist users and IT staff (help files, how‑to videos, service alerts).
• Evaluate non‑standard user requests and recommend effective technological solutions.
• Guide less senior staff in performing their tasks.

• Associate degree in Computer Science, Information Technology, or related discipline. Equivalent experience may be considered.
• Basic knowledge of installing, maintaining, and troubleshooting operating systems, MS Office, commercial software, desktops, laptops, mobile devices, phones, tablets, printers, and common peripherals.
• Ability to troubleshoot issues remotely and on‑site using standard MTA tools.
• Experience with Service Now or another ITIL‑based ITSM system preferred.
• Ability to read schematic diagrams, technical manuals, and documentation.
• Proficiency in Microsoft Office Suite and other standard software.
• Strong oral and written communication, analytical, and people skills.
• Physical ability to move and lift up to 25 lbs of equipment.
• Valid driver’s license.

• All Level 1 qualifications.
• Minimum of 2 years providing direct IT technical support, including installing, maintaining, and supporting user devices, software, peripherals, and voice/data telecommunications technologies.
• Either a Bachelor’s Degree in Computer Science or related field, or equivalent experience.

This is a resume‑based position in the collective bargaining unit represented by the Transportation Communications Union (TCU) and will be governed by the associated TCU collective bargaining agreement for IT employees. Candidates selected will be represented by TCU and be on the MTA payroll. Candidates may be required to work at any MTA Agency location.

MTA and its subsidiaries are Equal Opportunity Employers, including for veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members.