Office of the MTA Inspector General Desktop & Help Desk Technician

Description

Metropolitan Transportation Authority Office of the Inspector General

Job Title: Desktop & Help Desk Technician

Salary Range: $65,750 - $82,188

Open & Closing Dates: Open Until Filled

Agency: Office of the Metropolitan Transportation Authority Inspector General

Location: New York City, New York

Hours: 37.5 per week; Full-Time - 8:30 a.m. to 5:00 p.m. (7.5 hours/day)

Office of the Metropolitan Transportation Authority Inspector General:

The Office of the Metropolitan Transportation Authority (MTA) Inspector General (OIG) is an independent New York State Authority created in 1983 to oversee and review the operations of the MTA. The MTA, which employees over 70,000 people, includes among other entities, New York City Transit, the Long Island Rail Road, Metro-North Railroad, MTA Bridges & Tunnels, Staten Island Rapid Transit, and MTA Construction & Development.
The OIG promotes safety, economy, and efficiency in MTA agencies and programs while also detecting and deterring waste, fraud, abuse, and misconduct. The OIG employs attorneys, auditors, analysts, investigators, data scientists, computer forensic specialists, and support personnel. The OIG has unrestricted access to all MTA records and has broad authority to subpoena documents and take witness testimony under oath.
Exercising that authority, the OIG conducts management reviews, performance audits, and civil and criminal investigations.

As part of its investigations and audits, OIG identifies systemic vulnerabilities and makes recommendations.
The OIG's reports have resulted in reforms that have improved many aspects of MTA operations. When fraud, corruption and other illegal activities by MTA employees, contractors, and others who do business with the MTA are uncovered, the OIG works with prosecutors to pursue criminal charges.

Position Summary:

Under the direction of the Director of Information Technology, the Desktop & Help Desk Technician provides technical support to OIG staff using OIG computer hardware, mobile devices, technology services, and software applications, especially Microsoft Office Suite modules of Outlook, OneDrive, SharePoint, PowerPoint, Word, and Excel, in an integrated network environment. The Desktop & Help Desk Technician documents and analyzes issues reported by new and existing users, resolves user issues, and provides viable solutions while maintaining a collegial working environment. The needs of the OIG IT Department may require the Desktop & Help Desk Technician to work at off-site locations within the MTA geographic service area outside of regular business hours, including weeknights, weekends, and holidays.

Duties & Responsibilities:

• Installs, configures, maintains, and troubleshoots complex hardware and/or software solutions
  supporting critical business functions and customer-facing services.
• Provides Desktop & Help Desk support for all IT-related technical problems and services, including Metropolitan Transportation Authority Office of the Inspector General technical assistance for incoming user requests and issues related to OIG computer hardware, mobile devices, and software applications in a timely manner.
• Supports OIG staff in a timely and effective manner during the installation, maintenance, troubleshooting and repair of all IT-related desktop technologies.
• Responds to user requests in a timely manner using applicable technology methods, including, but not limited to tele-communications, E-mail, in-person, and video-conference meetings.
• Performs all functions relating to the receipt, inventory, storage, tracking, repair, disposal and reporting of OIG information technology assets used throughout the OIG.
• Performs and coordinates electronic data discoveries, maintaining confidentiality and meeting required deliverables time frames.
• Designs and engineers solutions, procedures, processes, and standards to be applied within the OIG Desktop & Help Desk environment.
• Evaluates OIG user requests and requirements and recommended technological solutions.
• Provides users with clear written and oral instructions on resolving their issues, including recurring problems.
• Documents and maintains departmental records in a timely and accurate manner for all IT assets in accordance with MTA and OIG policies and procedures.
• Documents and maintains within the OIG, a knowledge base of issues and issue resolution responses.
• Escalates IT Desktop and Help Desk issues, as needed, to the appropriate level of IT personnel to resolve the issue.
• Conducts feedback sessions with users to ensure requests and issues are satisfactorily resolved.
• Deploys a Help Desk tracking system to document all Desktop & Help Desk requests, including hardware functionality issues, application issues, application enhancement requests and change requests, among others.
• Ensures that preventative maintenance procedures and information security policies relating to Desktop & Help Desk issues are followed.
• Provides a regular report of Help Desk activity and statistics, including the number of open and closed Help Desk requests, metrics related to the lifecycle of a Help Desk request (e.g., average time of resolving Help Desk requests based on category) and reports on recurring issues and frequent requests, among others.
• Ensures compliance with MTA and OIG policies, procedures, and regulations to ensure safe and sound business operations.
• Participates in the evaluation of new IT products and technologies.
• Assists with supporting, maintaining, and administering the OIG E-mail system and environment.
• Assists in the development and implementation of Desktop & Help Desk training for users, including live training as needed and/or the publication of written training short-cuts and advice for users in resolving their recurring IT issues.
• Perform other duties, special projects assigned by management as needed.
• Assists users in understanding how to resolve their IT issues through the problem-solving process.
• Assists in the development and implementation of employee development through training and technology transfer to existing technical support team members.
• Attends meetings, trainings and conferences relating to desktop and Help Desk administration as directed by the Director of Information Technology or their designee.
• Always demonstrates sound ethics and good judgment.
• Displays a careful and deliberate approach in handling confidential information in all contexts.
• Other duties as assigned by the Director of Information Technology or their designee.

Qualifications/Relevant Experience:

• A Bachelor's degree, from an accredited educational institution, in Computer Science, Information Technology or a related discipline.
• Minimum five (5) years' progressively responsible work experience installing, maintaining, and
  supporting desktop technologies, including three (3) years' work experience maintaining and supporting desktop hardware, software and network resources and protocols, and providing direct customer support in an office environment in a large government agency, a not-for-profit or private sector corporate organization. MTA-related experience, a plus.
• Strong inter-personal and written and oral communication skills.
• Strong analytical, diagnostic, and problem-solving skills.
• Strong demonstrated knowledge of and familiarity with installing, maintaining, and troubleshooting desktop resources, including but not limited to operating system software, Microsoft Office Suite technologies (Word, Outlook, OneDrive, SharePoint, PowerPoint and Excel), 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 diagnose, troubleshoot and resolve hardware and software issues both remotely and on-site using standard MTA tools and techniques.
• Ability to read and comprehend schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.
• Ability to design and engineer technical solutions and standards.
• Ability to perform electronic data recovery and computer forensics efficiently using industry standard tools.
• Ability to document Help Desk policies, procedures, and processes.
• Ability to work with minimal supervision and as a member of a diverse team.
• Ability to interact effectively with OIG Executive and Senior Staff, MTA Headquarters and Agency staffs.
• Ability to provide technical directions to less-senior staff members.
• Ability to handle multiple projects and responsibilities while maintaining careful attention to detail and accuracy.
• Ability to handle multiple projects simultaneously in a high-pressure environment and meet deadlines.
• Ability to explain complex hardware and software concepts and related IT topics to a diverse lay audience.
• Ability to learn new and emerging technologies and techniques to improve the delivery of technical assistance, software updates, hardware configurations, and maintenance protocols.
  Ability to move and lift up to 25lbs of equipment such as monitors, keyboards, CPUs, printers, laptops, firewalls, among others.
• Must possess a valid NYS or another state-issued driver's license.
• Travel within the MTA geographic jurisdiction may be required.
• Working outside of regular business hours may be required, including weeknights, weekends, and holidays.
• Pursuant to authorization by the EDIG/Operations & Chief of Staff, this position is eligible for tele-working.

How to Apply:
Please submit a resume and cover letter to:
We are an Equal Opportunity Employer committed to diversity.