Office of The Mta Inspector General Desktop

2 weeks ago

New York, United States Metropolitan Transportation Authority Full time

**Description**

Metropolitan Transportation Authority Office of the Inspector General

**Job Title: Desktop & Help Desk Technician**Salary Range**: $65,750 - $82,188
**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**:
**Duties & Responsibilities**:

- Installs, configures, maintains, and troubleshoots complex hardware and/or software solutions
supporting critical business functions and customer-facing services.
- 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.
- 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

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