Asset Support Analyst Levels

9:00 am - 5: 0 0 pm ( 8 hours/day) or as required

Please note that this position is only open to MTA employees.

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

The primary purpose of this position is to manage, track, control, and maintain records for all MTA technology assets and services through the entire lifecycle of these products/services.

• Perform all functions relating to the ordering, receipt, preparation, distribution, inventory, storage, tracking, vendor repair/replacement, disposal, and reporting of technology assets utilized throughout the organization. Such assets include, but are not limited to, the following: desktop computers, phones, mobile devices - phones, tablets, laptops, etc., and related devices, as well as printers and other peripheral devices and accessories, software, voice and data communications, network devices, servers, switches, storage, firewalls and other cybersecurity devices, and other technology devices and related services.
• Respond to reported tickets and handle them accordingly.
• Maintain departmental records in a timely and accurate manner for all IT assets and services provided in accordance with MTA policies and procedures. This includes the entry of all IT assets, tickets, service requests, and project data in accordance with IT requirements.
• 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 maintain MTA asset records.
• Utilize administration and related tools necessary to maintain asset records, complete a service request, resolve tickets, complete a project task, etc.

Same as Level 1 with the following additional responsibilities:

• Prepare any 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 solutions.
• Guide junior analysts and staff in the performance of their tasks.

• Must possess basic knowledge and familiarity with IT devices - hardware (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.
• Basic knowledge and familiarity with the ordering , receipt, preparation, distribution, inventory, storage, tracking, vendor repair/replacement, disposal, and reporting of technology assets utilized throughout the organization.
• Basic knowledge and familiarity with the various types of IT assets and how they are managed in an organization
• Ability to respond to reported tickets and resolve issues reported using standard MTA tools and techniques.
• Experience with and understanding of Service Now or similar ITIL-based ITSM (IT Service Management) or IT asset management systems preferred.
• Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.
• Must have basic skills 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.
• 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.

Same as Level 1 with the following additional qualifications :

• Proven knowledge and familiarity with the…