Review Vacancy
AgencyMTA Inspector General, Office of
TitleDesktop & Help Desk Technician
Occupational CategoryI.T. Engineering, Sciences
Salary RangeFrom $65750 to $82188 Annually
Minimum Qualifications 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.
Duties Description 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 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.
Additional Comments How to Apply:
Please submit a resume and cover letter to:
RECRUITMENTS@MTAIG.ORG
We are an Equal Opportunity Employer committed to diversity.
Some positions may require additional credentials or a background check to verify your identity.