Telecom Support Analyst Levels 1-5

Description


Position at MTA Headquarters


JOB TITLE:

Telecom Support Analyst Levels 1-5

SALARY RANGE:

Level 1: $57,100 - $81,572

Level 2: $62,812 - $89,731

Level 3: $69,092 - $98,703

Level 4: $76,001 - $108,573

Level 5: $86,703 - $123,862

DEPT/DIV:


Information Technology

SUPERVISOR:


Director, IT Telecom Services & Expense Mgmt

LOCATION:

2 Broadway, New York, NY 10004


HOURS OF WORK:


9:00 am - 5:30 pm (8 hours/day) or as required

Opening:

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.

Summary:

The primary purpose of this position is to plan, monitor, track, and control costs for all MTA telecommunication activities, and the expansion and centralization of cellular and voice technology functions.


Critical Skills:

• Strong telecom expense management, cost savings, and auditing experience
• Experience with ServiceNow and PeopleSoft - ticketing and reporting
• Experience with data analytics tools like Power BI
• Ability to identify trends, analyze data and make recommendations
• Strong Financial reporting and analysis skills
• Experience in managing and auditing zero usage devices and accounts.

Responsibilities:

Level 1

• Coordinate the efficient control over all corporate centralized telecommunications activities, including installations, changes, and costs.
• Work with other IT technical resources to support voice and telecommunications-related technical problems and services.
• Maintain controls over new and expanding telecommunications technologies (i.e., cellular phones, smartphones, voicemail, etc.)
• Coordinate the development of voice and data proposals for service improvements.
• Monitor and analyze telecommunication monthly billing.
• Administer software changes to telecommunication databases.
• Develop procedures and corporate policies with regard to current and future usage of telecommunication technologies.
• Provide technical support for all voice-related technologies, including telephone, voice mail, pagers, cell phones, and call center services.
• Participate in the evaluation of new products and technologies.

Level 2

Same as Level 1 with the following additional responsibilities:

• Guide less senior technicians and staff in the performance of their tasks.

Level 3

Same as Level 2 with the following additional responsibilities:

• Design and engineer solutions and standards to be applied within the department.

Level 4

Same as Level 3 with the following additional responsibilities:

• Contribute to the planning and coordination of tasks associated with voice technology-related projects.

Level 5

Same as Level 4 with the following additional responsibilities:

• Direct the design and engineering of solutions and projects to be implemented within the department.
• Lead the planning and coordination of tasks associated with voice technology-related projects.

Required Qualifications:

Level 1

• Knowledge of commonly used concepts, practices, and procedures within the telecommunications field (i.e., voice data communications, state-of-the-art technology).
• Must be able to multitask.
• Must demonstrate the ability to work effectively with all levels of company staff and management.
• Must be highly skilled in personal computer usage, including Microsoft Office Suite (Word, Excel, PowerPoint, Access).
• Ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.
• Ability to learn and apply new technology.
• 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.

Level 2

Same as Level 1 with the following additional qualifications:

• Experience with troubleshooting and supporting technical issues both remotely and on-site using standard MTA IT tools and techniques.
• Ability to provide technical solutions to meet business unit requirements.
• Ability to provide technical direction to less senior staff members

Level 3

Same as Level 2 with the following additional qualifications:

• Strong knowledge and familiarity with commonly used concepts, practices, and procedures within the telecommunications field (i.e., voice data communications, state-of-the-art technology).
• Strong experience with troubleshooting and supporting technical issues both remotely and on-site using standard MTA IT tools and techniques.
• Ability to design and engineer complex solutions incorporating standards and industry best practices to enhance and expand the functionality of the corporate voice/data network, including fault tolerance, resiliency, and scalability.

Level 4

Same as Level 3 with the following additional qualifications:

• Advanced knowledge and familiarity with commonly used concepts, practices, and procedures within the telecommunications field (i.e., voice data communications, state-of-the-art technology).
• Advanced experience with troubleshooting and supporting technical issues both remotely and on-site using standard MTA IT tools and techniques.

Level 5

Same as Level 4 with the following additional qualifications:

• Must demonstrate excellent knowledge and familiarity with commonly used concepts, practices, and procedures within the telecommunications field (i.e., voice data communications, state-of-the-art technology).
• Demonstrated ability to provide technical solutions to meet business unit requirements.
• Demonstrated ability to design and engineer complex solutions incorporating standards and industry best practices to enhance and expand the functionality of the corporate voice/data network, including fault tolerance, resiliency, and scalability.
• Proven experience working with senior-level staff contributing to both short and long-term technology-related planning strategies.

Education & Experience:

Level 1

• Bachelor's degree in Computer Science, Information Technology or related discipline; or a minimum of 1 year's experience installing, maintaining and supporting telecommunications technologies.
• Must possess a basic knowledge, familiarity, and experience with maintaining and supporting a complex network environment.

Level 2

• Bachelor's degree in Computer Science, Information Technology or related discipline; or a minimum of 5 years' experience installing, maintaining and supporting network technologies.
• Must possess a minimum of 3 years' experience maintaining and supporting a complex voice/data network environment.

Level 3

• Bachelor's degree in Computer Science, Information Technology or related discipline; or a minimum of 7 years' experience installing, maintaining and supporting network technologies.
• Must possess a minimum of 5 years' experience maintaining and supporting a complex voice/data network environment.

Level 4

• Bachelor's degree in Computer Science, Information Technology or related discipline; or a minimum of 10 years' experience installing, maintaining and supporting network technologies.
• Must possess a minimum of 8 years' experience maintaining and supporting a complex voice/data network environment.

Level 5

• Bachelor's degree in Computer Science, Information Technology or related discipline; or a minimum of 12 years' experience installing, maintaining and supporting network technologies.
• Must possess a minimum of 10 years' experience maintaining and supporting a complex voice/data network environment.

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 will 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 & 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 "Commission").

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.