Job Description :
Direct End Client: MTA-Metropolitan Transportation Authority of New York
Job Title: Desktop Support/ Pc Support Technician (Tier 3)
Duration: 12 Months
Start Date: 11/19/2018
Location: New York City, NY
Position Type: Contract
Interview Type: Telephonic/webcam/In-person
Hours per week: 40 hours
Requirement ID: MTA_HD316_SS
No. of openings 15


IT Division and Unit: Infrastructure/ Desktop Support

Description:
The role of the PC Support Technician (TIER 3) would need to have at least 7 to 9 years of desktop support experience. Must meet the minimum Qualifications Experience & Education as described in below Qualifications section.

Requirements:
Solid experience installing, configuring, and troubleshooting Windows 7/ Windows 10 hardware, drivers, and software including Microsoft Office 2016 and any other MTA authorized desktop applications as required. Windows OS Migration experience is a must.
Desktop Support Skills:
An expert technology problem solver in following areas:
Identifying issues
Repairing problems
Updating systems
Installing new and upgraded hardware and software
Troubleshooting computers and basic networks
Documenting systems
Assist on various projects
Performs general preventative maintenance tasks

Solid Windows migration background with knowledge and expertise in following:
Microsoft Windows 7 & 10
Microsoft Office 2016 and other office products
Ability to use Active Directory tools
Basic Networking
Knowledge of SCCM.
PC/ Laptop/ Thin Client Support
Printing Support
Deploying images on a large-scale deployment.
Basic Citrix Support
Experience in installation of diverse set of software
Knowledge of ticketing systems like Service Now, Remedy a plus.

Soft Skills for PC Support Technicians:
Excellent oral, written and interpersonal communication skills.
Ability to Work in a Team Environment.
Ability to prioritize your tasks and provide proactive support.
Ability to work independently and resourceful in searching for online solutions to issues.
Process oriented and metric performance driven.

Description:
MTA IT/ INFRASTRUCTURE - Desktop Support is seeking fifteen (15) temporary consultant positions for staff augmentation to provide desktop support services to all MTA agencies and all MTA locations (Total of Approx.: 1,155 locations
These consultants will temporarily augment existing MTA IT Desktop Support staff in the following Job

Responsibilities:
1) The PC Support Technician (Tier 3) consultant provides support, maintenance within the organization''s desktop computing environment and system administration.
2) Install, upgrade, support and troubleshoot Thin Client Devices, Windows 10 and Microsoft Office 2016 and any other authorized desktop applications and provide ongoing Citrix/ Thin Client Support in MTA environment
3) Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment

Duties:
PC Support Technician (Tier 3) duties include:
Under direct supervision of the Desktop Support Manager, provides advanced system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of Imaging client PC systems and applications for both on-site and off-site locations
Install, upgrade, support and troubleshoot Desktops, Laptops and Thin Client devices, Windows 10 and Microsoft Office 2016 and any other authorized desktop applications and provide ongoing Citrix/ Thin Client Support in MTA environment. Perform hardware imaging, device end user setup and network connectivity.
Resolving Service desk ticket requests both locally and throughout MTA by either remote support or desk-side visits.
Deploy Windows 10/ Office 2016 to all MTA agencies and all MTA locations (1,155 locations within NY City Transit, Long Island and Upstate New York, Connecticut, New Jersey) as required.
Prioritize incident, service request and track desktop support activity.
Troubleshooting PC related issues and addressing cyber security request.
Support onsite client visits with network connectivity and printing as needed.
New hire onboarding, termination and PC hardware distribution and asset collection.
Support printer issues, wireless connectivity and conference room projectors.
Document all work done and update ticketing system with updates and asset records

Risks (required by MTA Risk Management)
All consultants are required to attend Subway safety training and must wear safety gears (Safety shoes, Helmets, safety eye wear, gloves and flash lights) when entering designated areas where these safety gears are required.
Consultant will be doing lifting of computer equipment up to 30 lbs. and must adhere to MTA safety procedures for lifting and safety awareness for performing work on MTA premises.
Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 8-9 hours per day.
Speech and hearing sufficient for in-person and telephone communication 8-9 hours per day.
Vision sufficient for use of a computer monitor.
Sedentary position. Ability to sit at a desk for 8-9 hours per day.
Consultant not substantially exposed to adverse environmental conditions

Deliverables:
This position will augment existing In-house MTA IT Desktop Support staff in handling all 2nd, 3rd and final level of proactive and reactive technical support for computers, Laptops and Thin Clients. This includes the management and maintenance of computers, monitoring customer needs, incident response and troubleshooting and repair.
The primary goal of technician in Incident Response is to get the MTA client or department back up and running as quickly as possible and with minimal interruption.
Technician will install, upgrade, support and troubleshoot Enterprise Applications for PC, Laptop and Thin Clients
Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
When the restoration is beyond the scope of the PC Support Technician Tier 3 the PC Support Technician will escalate the issue/problem to proper support team member.
Install, upgrade, support and troubleshoot Windows 7, Windows 10, Microsoft Office 2013, 2016 and any other authorized desktop applications.
Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
Returns defective equipment/parts to maintenance inventory, documents client repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
Safely package equipment for remote locations and arrange for the transport of the equipment
Email account administration, i.e., account creation and management and distribution lists on Exchange servers
User account administration, i.e., account creation and management and password resets on Active Directory
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Use tools and methodologies to load, copy and customize operating system configurations for deployment
Responsible for reporting/tracking hardware and software inventory and updating on Service Now system.

Qualifications experience & education:

1) Minimum of 7 to 9 or more years’ experience in end user computing support required.
2) Associate degree or higher in IT required.

3) Minimum any one of the certificate (from the list below) required:
oA + (CompTIA) Certification or
oHDI – Desktop Support Technician Certification or
oMicrosoft Certificate:
oMicrosoft Certified Solutions Associate (MCSA) on Windows 10 or
oMicrosoft Certified Professional (MCP) or
oMicrosoft Certified IT Professional (MCITP) or
oMicrosoft Certified Solutions Expert (MCSE) or
oAny Citrix XenApp & XenDesktop, Microsoft Hyper-V, or VMware Certified Professional Certification or
oACMT (Apple) - AppleCare Mac Technician or
oServer + (CompTIA)

4) Solid understanding of:
oMicrosoft OS 7 & 10, Microsoft Office 2016 and Office 365.
oMicrosoft Exchange 2016, Lync, Skype for Business, One Drive for Business
oMicrosoft System Center Configuration Manager (SCCM
oPC imaging and Microsoft OS/Office upgrades.
oPC cyber security software solutions.
oRemote PC connectivity solutions and remote desktop support.
oActive directory pertaining to user account creation, security and distribution groups.

5) Basic understanding of:
oLaptop setup, configuration and encryption.
oConference room projectors and flat screen connectivity.
oPC Lifecycle management
oOld Equipment Recycling management
oImage Management & PXE Lab computers
oEscalation point for incident tickets

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