Technology & Engineering Fellow , IT Service Desk

Position at MTA Headquarters

Department: MTAHQ - IT

Location: 2 Broadway, New York, NY 10004

Position Title: Technology & Engineer Fellow, IT Service Desk

Hourly Rate: $21.00 (Undergraduate)

OVERVIEW OF DEPARTMENT:

The IT Service Desk is the primary point of contact for technical support for MTA employees and contractors across seven (7) agencies: Headquarters, New York City Transit, Long Island Railroad, Metro-North Railroad, MTA Bus Company, Bridges and Tunnels, and Construction & Development.

RESPONSIBILITIES:

The intern will support daily operations in a 24x7x365 environment, assisting with handling support calls, generating and updating operational reports, and reviewing documentation to help maintain and enhance service delivery. This internship offers meaningful exposure to enterprise-level IT operations and support infrastructure.

The intern will be responsible for the following:

1.Assist in documenting and revising existing Interaction and Incident templates in ServiceNow.

2.Gather and analyze service desk call and ticket data for operational reporting.

3.Review and propose updates outdated knowledgebase articles, including Help Files.

4.Create new Knowledge Base Articles under supervision using MTA documentation standards.

5.Participate in weekly team huddles and summarize action items related to intern duties.

6.Shadow and support Computer Support Analysts to understand workflows and identify process gaps.

7.Handle Service Desk calls and provide client support under guidance.

8.Process Self-Service tickets and follow up as needed.

9.Support QA efforts by helping audit call logs and incident handling steps.

10.Assist with compiling documentation and training materials for onboarding new analysts.

PROJECTS:

1. Assisting with documenting and streamlining ServiceNow Interaction and Incident Templates.

2. Assisting with running and analyzing IT Service Desk operational reports.

3. Assisting in reviewing, updating, and/or creating ServiceNow Knowledge Base Articles and Help Files.

REQUIRED QUALIFICATIONS:

• Proficiency in Microsoft Office Suite is a must.
• The candidate should possess organizational, analytical and communication skills.
• The candidate should be able to work well under pressure and prioritize tasks effectively.
• The candidate should have a keen eye for detail and be able to work independently while being an active team player.
• Understanding different platforms of Database Management, lifecycle management.

REQUIRED EDUCATION:

• Matriculated in an undergraduate program in good standing with at least 2.5 GPA AND/OR matriculated in a graduate program in good standing with at least 2.8 GPA
• Major(s) Preferred: Cyber Security, Computer Science, or related field.
• All applicants must be authorized to work in the United States at the time of application. Students' transcript must be submitted.

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.