Technical Support Analyst Levels

Technical Support Analyst Level 1-2

JOB TITLE:

Technical Support Analyst Levels 1-2

SALARY RANGE:
Level 1 $ 58,963 - $84,233;
Level 2 $ 64,859 - $92,656

DEPT/DIV:
Information Technology

SUPERVISOR:
Manager, IT Client Support

LOCATION:

2 Broadway

HOURS OF WORK: 9:00 am - 5:30 pm (7.5 hours/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, but is not limited to, the following: desktop computers, phones/phone services, mobile devices – phones/phone services, tablets, laptops, etc., and related devices; 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
• 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 Air Watch 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 incident, service request, and project data in accordance with IT requirements.
  • Participate in the evaluation of new products and technologies.

Same as Level 1, with the following additional responsibilities:

• Prepare documentation necessary to assist user clients and…