Senior IT Support Representative

Job Title : Senior IT Support Representative Location : Brooklyn, NY 11201 Onsite : Mon-Fri : 8 AM to 5 PM Employment Type : Contract Rate Range : $27-$28 / hour on W2 The Senior IT Support Representative serves as the dedicated point of contact for incoming technology inquiries for all business units within the MTA Transit Adjudication Bureau (TAB). The Sr. Representative is responsible for the complete, accurate, and comprehensive fulfillment of a wide range of data analysis, reporting, customer service and on-site troubleshooting requests. The Sr. Representative will serve as a primary liaison to the MTA’s central technology department on-behalf of all employees, contractors, and stakeholders at TAB. This individual is expected to build strong working relationships with staff to contribute towards maintaining high levels of overall customer satisfaction. Responsibilities : Opening tickets for technology incidents reported by TAB staff and tracking all reported incidents Managing user requests for access, reports, analysis and updates to software applications supporting TAB business units and its operations Investigating reported issues with hardware devices such as printers, scanners, fax machines, or other peripherals Acquiring in-depth knowledge of the primary TAB information system (TABIS), devices and other applications used at TAB Delivering regular and customized training to business units and other stakeholders Developing database reports for teams across business units Document business requirements and enhancement requests for new technology solutions Create and maintain a knowledge base of system documentation, report details, and process documents for employees’ and management’s reference Identifying and resolve technical issues as needed Qualifications Bachelor’s degree preferred Information technology background and experience The ability to develop intimate knowledge of an organization’s computing systems Ability to explain complex ideas to those with limited IT and systems knowledge Exceptional verbal and written communication skills Listening ability and patience Extraordinary customer service and relationship management experience Critical thinking skills PruTech abides by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.