Computer Support Analyst 1

About the role

This position is at the IT Service Desk, located at 2 Broadway. The primary purpose of this position is to provide 24x7 remote, non-deskside, technical support to all internal MTA clients, utilizing MTA computer hardware, software, and technology services within an integrated network environment.

Responsibilities

• Demonstrate working familiarity with ServiceNow and other ITSMs, and Automated Call Distribution (ACD) systems; create and escalate incidents, service requests, and recurring issues to the appropriate support teams, ensuring proper coordination;
• Communicate clearly, provide detailed and accurate documentation, and follow up through resolution, while keeping clients and the team informed through timely status updates and clear expectations;
• Exhibit strong customer service skills.
• Review, create, and modify ServiceNow Service Desk Knowledge Base articles, Help Files, etc., processes and procedures, and related documentation, as well as create and review reports to analyze data, identify trends and opportunities for improvement, and make recommendations based on the results;
• 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.

Requirements

• 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 communication 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;
• Must possess a basic knowledge, familiarity, and experience with maintaining and supporting desktop hardware, software, and network resources and protocols.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related discipline;
• Or a minimum of 1 year’s experience installing, maintaining, and supporting desktop technologies in an office environment.

Skills

• ServiceNow and other ITSMs;
• Automated Call Distribution (ACD) systems;
• Customer service skills;
• Service Desk Knowledge Base articles;
• Desktop resources;
• Operating system software;
• MS Office suite;
• Commercial off-the-shelf software;
• Desktops;
• Laptops;
• Mobile devices;
• Tablets;
• Multi-function printers;
• Internet technologies;
• Remote access solutions;
• Desktop peripherals;
• Technical manuals;
• Schematic diagrams;
• Desktop hardware, software, and network resources and protocols;
• Installation, configuration, and troubleshooting;
• Help desk/desktop support;
• Supporting technical issues;
• Installation, maintenance, troubleshooting, and repair;
• Information Technology assets;
• New products and technologies;
• Call Center data;
• Inventory, storage, tracking, repair, disposal, and reporting;
• Evaluation of new products and technologies.

Benefits

N/A

Pay

Step 1: $57,100
Step 2: $61,179
Step 3: $65,258
Step 4: $69,336
Step 5: $73,415
Step 6: $77,493
Step 7: $81,572

Schedule

8 hours/day, shift work or as required