Telecom Support Analyst Lvl 5 Job ID: 11203 Business Unit: MTA Headquarters Location: New York, NY, United States Regular/Temporary: Regular Department: IT Client Support Date Posted: Apr 3, 2025 Description Job Title: Telecommunications Support Analyst-Level 3 – 5 ( T CU R EPRESENTED ) Salary Range: Level 3: Step 1: $ 69,092 Step 7: $ 98,703 Level 4: Step 1: $ 76,001 Step 7: $1 08 ,573 Level 5: Step 1: $ 86,703 Step 7: $1 23,862 Dept/Div: Office of IT Infrastructure & Operations Supervisor: Director, IT Client Support C • IT Client Support . Location: JCC 144-41 94th Ave 144 41, Jamaica, NY 11435 Hours of Work: 9:00 AM - 5:30 PM (8 hours/day) or as required. Deadline: Open until filled This position is eligible for telework which is currently two days per week. New hires are eligible to apply 30 days after their effective date of hire. Job Summary: The primary purpose of this position is to p lan, monitor, track and control costs for all MTA telecommunication activities, and the expansion and centralization of cellular and voice technology functions. Responsibilities Level 3: + 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. + P rovide technical support for complex voice related technologies including telephone, voice mail, pagers, cell phone, and call center services. + Participate in the evaluation of new products and technologies. + Guide less senior technicians and staff in performance of their tasks. + Design and engineer solutions and standards to be applied within the department. Qua lifications Level 3: + Strong knowledge and familiarity with commonly used concepts, practices and procedures within the telecommunications field (ie. Voice data communications, state of the art technology). + Must be able to multi-task. + 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, Power Point Access). + Strong experience with troubleshooting and supporting technical issues both remotely and on-site using standard MTA IT 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 communications skills. + Strong analytical skills. + Strong people skills. + Ability to provide technical solutions to meet business unit requirements. + 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. + Ability to provide technical direction to less senior staff members Responsibilities Level 4 : All of Level 3 with additional responsibilities: + Contribute to the planning and coordination of tasks associated with voice technology related projects. Qualifications Level 4: All of Level 3 with additional qualifications: + Advanced knowledge and familiarity with commonly used concepts, practices and procedures within the telecommunications field (ie. 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. Responsibilities Level 5 : All of Level 3- 4 with additional responsibilities : + 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. + 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. Qualifications Level 5 : All of Level 3- 4 with additional qualifications: + Must demonstrate excellent knowledge and familiarity with commonly used concepts, practices and procedures within the telecommunications field (ie. 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 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 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.