Asset Support Analyst Levels 1-2

9:00 am - 5: 0 0 pm ( 8 hours/day) or as required Please note that this position is only open to MTA employees. 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. Position Objective: The primary purpose of this position is to manage, track, control, and maintain records for all MTA technology assets and services through the entire lifecycle of these products/services. Responsibilities: Level 1 Perform all functions relating to the ordering, receipt, preparation, distribution, inventory, storage, tracking, vendor repair/replacement, disposal, and reporting of technology assets utilized throughout the organization. Such assets include, but are not limited to, the following: desktop computers, phones, mobile devices - phones, tablets, laptops, etc., and related devices, as well as printers and other peripheral devices and accessories, software, voice and data communications, network devices, servers, switches, storage, firewalls and other cybersecurity devices, and other technology devices and related services. Respond to reported tickets and handle them accordingly. Maintain departmental records in a timely and accurate manner for all IT assets and services provided in accordance with MTA policies and procedures. This includes the entry of all IT assets, tickets, service requests, and project data in accordance with IT requirements. 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 maintain MTA asset records. Utilize administration and related tools necessary to maintain asset records, complete a service request, resolve tickets, complete a project task, etc. Level 2 Same as Level 1 with the following additional responsibilities: Prepare any 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, "how-to" videos, service alerts, etc. Evaluate non-standard user requests and requirements and recommend effective solutions. Guide junior analysts and staff in the performance of their tasks. Required Qualifications: Level 1 Must possess basic knowledge and familiarity with IT devices - hardware (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. Basic knowledge and familiarity with the ordering , receipt, preparation, distribution, inventory, storage, tracking, vendor repair/replacement, disposal, and reporting of technology assets utilized throughout the organization. Basic knowledge and familiarity with the various types of IT assets and how they are managed in an organization Ability to respond to reported tickets and resolve issues reported using standard MTA tools and techniques. Experience with and understanding of ServiceNow or similar ITIL-based ITSM (IT Service Management) or IT asset management systems preferred. Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training. Must have basic skills in personal computer and mobile phone usage, including Microsoft Office Suite (Word, Excel, PowerPoint, etc.), email, texting, video communications, etc. Strong oral and written communication skills. Strong analytical skills. 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. Level 2 Same as Level 1 with the following additional qualifications : Proven knowledge and familiarity with the ordering, receipt, preparation, distribution, inventory, storage, tracking, vendor repair/replacement, disposal, and reporting of technology assets utilized throughout the organization. Proven knowledge and familiarity with the various types of IT assets and how they are managed in an organization Education and Experience : Level 1 Associate degree. An equivalent combination of experience and education may be considered in lieu of a degree. Must possess a valid driver's license. Level 2 Same as Level 1 with the following additional education and experience : Associate degree. An equivalent combination of education and experience may be considered in lieu of a degree. Must possess a minimum of 2 years’ experience with IT or asset management areas including but not limited to: maintaining and supporting desktop and mobile devices, hardware, software and network resources and protocols, 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. Such previous experience can be technical support (e.g., installation, configuration) or non-technical (ordering, receipt, preparation, distribution, inventory, storage, tracking, vendor repair/replacement, disposal, and reporting of technology assets), or a Bachelor’s Degree in Computer Science or related fields. 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. May need to work outside of normal work hours (i.e., evenings and weekends) Travel may be required to other MTA locations or other external sites. According 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”). MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply. #J-18808-Ljbffr Metropolitan Transportation Authority (MTA)