Qureos Mentor

Metropolitan Transportation Authority

<div>Description
JOB TITLE: Technical Support Analyst &ndash; Levels 1-5 (TCU)
SALARY RANGE: Level 1 $58,963 - $84,233
 Level 2 $64,859 - $92,656
 Level 3 $71,345 - $101,922
 Level 4 $78,480 - $112,114
 Level 5 $89,531 - $127,901
DEPT/DIV: Information Technology
SUPERVISOR: Manager, IT Client Support C
LOCATION: 2 Broadway, New York, NY
HOURS OF WORK: 9:00 AM - 5:30 PM (8 hours/day) or as required
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&rsquo;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.
Summary:
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 &ndash; phones/phone services, tablets, laptops, etc., and related devices, as well as 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.
Responsibilities:
Level 1<ul><li>
Provide technical support services to clients at MTA sites and in remote locations, including, but not limited to:</li></ul><ul><li>
Preparation and installation of hardware devices, software, apps, and files, and connection to data, voice, and mobile networks as required</li><li>
Update, upgrade, and replacement of hardware devices and software</li><li>
Installation of and connection to software, apps, and files, and upgrade of and connection to software, apps, and files</li><li>
Reassignment of hardware devices and connection to networks as required</li><li>
Relocation of hardware devices and connection to networks as required</li><li>
Coordination for the setup of users with appropriate access to hardware devices, software, apps, files, systems, and networks, etc.</li><li>
Provision of maintenance services on hardware devices and software</li><li>
Other requests are designed to provide the necessary systems access to the client</li></ul>
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.<ul><li>
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.</li><li>
 Respond to reported incidents and troubleshoot and resolve issues with hardware devices, software, access, and connectivity
</li><li>Perform technical support services on project-related work such as hardware devices and software, systems implementations, set-up of new sites, etc.
</li><li>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.</li><li>
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</li><li>
Utilize administration and related tools (such as ARS, and AirWatch management portal to manage mobile passwords and accounts) necessary to complete a service request, resolve an incident, complete a project task, etc.</li><li>
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.</li><li>
Participate in the evaluation of new products and technologies.</li></ul> 
Level 2
Same as Level 1, with the following additional responsibilities:<ul><li>
Prepare 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, &quot;how-to&quot; videos, service alerts, etc.
</li><li>Respond to reported incidents and troubleshoot and resolve issues with hardware devices, software, access, and connectivity
</li><li>Perform technical support services on project-related work such as hardware devices and software, systems implementations, set-up of new sites, etc.
</li><li>Evaluate non-standard user requests and requirements and recommend effective technological solutions.</li><li>
Guide less senior staff in the performance of their tasks.</li></ul> 
Level 3
Same as Level 2 with the following additional responsibilities:<ul><li>
Assist with supporting, maintaining, and administering central user systems such as the corporate email system and environment, the voice phone systems (such as UCaaS), voice mail, and mobile phone systems, etc.</li><li>
Design and engineer solutions and standards to be applied within the unit's area of responsibility.</li><li>
Perform and coordinate electronic data discoveries, maintaining confidentiality and meeting required deliverable time frames.</li></ul> 
Level 4
Same as Level 3 with the following additional responsibilities:<ul><li>
Provide Level 1 coverage at the IT Service Desk as needed. This includes basic help desk resolution and service desk delivery.</li></ul><ul><li>
Evaluate non-standard user requests and requirements, recommend effective technological solutions, and participate in and guide the implementation of such solutions.</li><li>
Plan, design, and engineer solutions and projects to be implemented within the unit's area of responsibility.</li><li>
Install and oversee the configuration and troubleshooting of complex hardware and/or software solutions, including those supporting critical functions and customer facing services.</li><li>
Contribute to the planning and coordination of tasks associated with technology related projects.</li></ul> 
Level 5
Same as Level 4 with the following additional responsibilities:<ul><li>
Provide second and higher-level help desk/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, expert product and service support.</li></ul><ul><li>
Assist with supporting, maintaining, and administering central user systems such as the corporate email system and environment, the voice phone systems (such as UCaaS), voice mail, and mobile phone systems, etc.</li><li>
Lead the planning and coordination of tasks and activities in support of IT-related projects and initiatives.</li><li>
Manage and participate in all technical and non-technical tasks, in support of IT-related projects and initiatives while ensuring that milestones are met according to plan, and the quality of the final product is high.</li></ul>
Qualifications
Level 1<ul><li>
Associate degree in Computer Science, Information Technology, or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree.
</li><li>Must possess basic knowledge and familiarity with installing, maintaining, and troubleshooting user resources, including, but not limited to, operating system software, MS Office suite, commercial off-the-shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions, and all commonly used peripherals and accessories</li><li>
Ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.
</li><li>Experience with and understanding of ServiceNow or similar ITIL-based ITSM (IT Service Management) systems preferred</li><li>
Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.</li><li>
Must be skilled in personal computer and mobile phone usage, including Microsoft Office Suite (Word, Excel, PowerPoint, etc.), email, texting, video communications, etc.</li><li>
Strong oral and written communication skills.</li><li>
Strong analytical skills.</li><li>
Strong people skills.</li><li>
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.</li><li>
Must possess a valid driver's license.</li></ul>
Level 2
Same as Level 1, with the following additional qualifications:<ul><li>
Associate degree in Computer Science, Information Technology, or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree.
</li><li>Must possess a minimum of 2 years&rsquo; experience providing direct IT technical support to IT users by installing, maintaining and supporting user devices (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, or a Bachelor&rsquo;s Degree in Computer Science or related fields.
</li><li>Proven knowledge and familiarity with installing, maintaining, and troubleshooting user resources, including, but not limited to, operating system software, MS Office suite, commercial off-the-shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions, and all commonly used peripherals and accessories</li></ul> 
Level 3
Same as Level 2 with the following additional qualifications:<ul><li>
Bachelor's degree in Computer Science, Information Technology, or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree. Must possess a minimum of 1 year of experience providing direct IT technical support to IT users by installing, maintaining, and supporting user devices (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;
</li><li>Strong knowledge and familiarity with installing, maintaining, and troubleshooting user resources, including, but not limited to, operating system software, MS Office suite, commercial off-the-shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions, and all commonly used peripherals and accessories</li><li>
Ability to provide direction to less senior staff members.</li><li>
Ability to design &amp; engineer technical solutions and standards.</li><li>
Ability to perform electronic data recovery and computer forensics efficiently, utilizing industry standard tools.</li></ul> 
Level 4
Same as Level 3 with the following additional qualifications:<ul><li>
Bachelor's degree in Computer Science, Information Technology, or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree. Must possess a minimum of 3 years&rsquo; experience providing direct IT technical support to IT users by installing, maintaining, and supporting user devices (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.</li><li>
Demonstrated advanced knowledge and familiarity with installing, maintaining, and troubleshooting user resources, including, but not limited to, operating system software, MS Office suite, commercial off-the-shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions, and all commonly used peripherals and accessories</li><li>
Demonstrated ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.</li><li>
Demonstrated ability to plan activities and provide advanced direction to less senior staff members.</li><li>
Demonstrated ability to plan, present, and apply complex technology solutions to solve critical business requirements effectively and efficiently.</li><li>
Demonstrated ability to perform electronic data recovery and computer forensics efficiently, utilizing industry standard tools.</li><li>
Proven experience working with senior-level staff</li></ul> 
Level 5
Same as Level 4 with the following additional qualifications:<ul><li>
Bachelor's degree in Computer Science, Information Technology, or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree.
</li><li>Must possess a minimum of 5 years&rsquo; experience providing direct IT technical support to IT users by installing, maintaining, and supporting user devices (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.</li><li>
Must demonstrate highly developed knowledge of current industry standard IT technologies and market trends.</li></ul> 
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 &amp; 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 &ldquo;Commission&rdquo;). 
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.</div>

Technical Support Analyst Level 1-5

<div>Description 
 
 
Job Information 
Title: Staff Analyst/Transportation Planner Series
 
First Date of Posting: 09.03.2025 
Last Date of Filing: Open till filled
 
Authority: OA / TA
 
Department: Operations Planning
 
Division/Unit: Rail Planning
 
Reports for Director Rail Network Planning &amp; Operations Improvement 
Work Location: 2 Broadway, New York NY 10004 
Hours of Work: 9AM to 5PM
 
 
Staff Analyst Series 
TA EMPLOYEES MUST BE PERMANENT CIVIL SERVICE ASSOCIATE STAFF ANALYST, STAFF ANALYST I OR STAFF ANALYST II IN ORDER TO BE CONSIDERED
 
 
Responsibilities 
The selected candidate will work as part of a team responsible for planning subway service for permanent operations, temporary operations for capital work and maintenance, special events, and emergencies. The candidate will coordinate with other NYCT departments and divisions, and may be required to work with software developers, data analysts, engineers, planners, and operations management and supervision. The ideal candidate will have an excellent understanding of transit planning practices and some familiarity with the general planning context of NYC and its transportation systems.
 
Responsibilities may include:<ul><li>
Developing and assisting in the implementation of permanent and temporary service design and frequency recommendations based on quantitative analysis of current and projected future passenger demand, operational factors, and current and projected infrastructure constraints.</li><li>
Evaluating capital improvement proposals based on passenger demand, operational factors, and infrastructure requirements.</li><li>
Preparing fleet plans and forecasts. Preparing analyses and simulations evaluating current and proposed subway operations and proposed capital investments, such as CBTC signaling and infrastructure investments</li><li>
Statistical/quantitative analyses of rail operations data (running times, frequency, reliability, etc.).</li><li>
Observing and reporting on service, including estimating train loads.</li><li>
Preparing customer information materials for planned service changes.</li></ul> 
 
Compensation 
Transportation Planner Series 
Principal Transportation Planner (OA $96,595- $128,289 
Senior Transportation Planner (OA) $91,154 &ndash; $116,207 
Transportation Planner (OA): $80,256 - $103,356 
Assistant Transportation Planner (OA) $68,627 - $81,242 
 
Staff Analyst Series 
Associate Staff Analyst (TA): $96,568 - $125,031(New Hire Rate: $83,971) 
Staff Analyst II (TA): $85,425- $95,142(New Hire Rate: $74,284) 
Staff Analyst I (TA): $73,571- $87,099 (New Hire Rate: $63,972) 
 
Associate Staff Analyst (OA): $90,511 - $117,195 
Staff Analyst II (OA): $80,071- $89,179 
Staff Analyst I (OA): $68,962 - $81,642 
 
Education and Experience 
Principal Transportation Planner 
A Baccalaureate degree from an accredited college with a major in one or more of the following: engineering, urban studies, geography, transportation science, urban planning, economics, business, public administration, political science or related fields; and five (5) years of full-time paid experience in transportation planning, scheduling or operations. A master&rsquo;s degree in any of the fields listed for the baccalaureate degree may substitute for one (1) year of the required experience. 
 
Senior Transportation Planner 
A Baccalaureate degree from an accredited college with a major in one or more of the following: engineering, urban studies, geography, transportation science, urban planning, economics, business, public administration, political science or related fields; and four (4) years of full-time paid experience in transportation planning, scheduling or operations. A master&rsquo;s degree in any of the fields listed for the baccalaureate degree may substitute for one (1) year of the required experience. 
 
Transportation Planner 
Must possess education as stated above plus two (2) years of full-time paid experience in transportation operations planning or a satisfactory combination of education and experience. 
 
Assistant Transportation Planner 
Must possess education as stated above plus one (1) year of full-time paid experience in transportation operations planning or a satisfactory combination of education and experience. 
 
Associate Staff Analyst
 
A Master&rsquo;s degree from an accredited college with a major in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a closely related field, and ONE(1) year of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, fiscal management or in a related field; OR
 
Baccalaureate degree from an accredited college and THREE (3) years of satisfactory full-time professional experience in the areas described in 1 above. 
 
 
Staff Analyst I &amp; Staff Analyst II
 
A master&rsquo;s degree from an accredited college or science, economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, or urban studies, or a Juris Doctor degree from an accredited law school; or
 
A baccalaureate degree from an accredited college or university and two years of satisfactory fulltime professional experience in one or a combination of the following areas: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area; or
 
An associate degree or completion of 60 semester credits from an accredited college or university and four years of satisfactory full-time professional experience as described in &quot;2&quot; above; or
 
A four-year high school diploma or its educational equivalent and six years of satisfactory full-time professional experience as described in &quot;2&quot; above; or
 
A combination of education and/or experience equivalent to &quot;1&quot;, &quot;2&quot;, &quot;3&quot;, or &quot;4&quot; above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college or university for one year of experience. However, all candidates must have a high school diploma.
 
 
Desired Skills 
Excellent presentation, communication, and writing skills 
Proficiency in technical writing and data analysis
 
Fluency in Microsoft Office applications, especially Excel and Word and GIS
 
Knowledge of New York City Transit subway and/or bus system and the geography of New York City are highly desirable.
 
Selection Method 
Based on evaluation of education, skills, experience and interview.
 
Appointment may be at a comparable level to the current level of the selected candidate (if necessary).
 
 
Other Information 
Pursuant to the New York State Public Officers Law &amp; 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 &ldquo;Commission&rdquo;). 
 
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.</div>

Staff Analyst/Transportation Planner Series - Operations Planning

Join Metropolitan Transportation Authority and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Metropolitan Transportation Authority

ABOUT_COMPANY

Technical Support Analyst Level 1-5

Staff Analyst/Transportation Planner Series - Operations Planning