Data System Specialist

Pennsylvania Turnpike Commission•Middletown, PA

6d•Onsite

About The Position

This is skilled work in diagnostic electronic testing of equipment to evaluate reported malfunctions or deficiencies within communications systems owned and operated by the Pennsylvania Turnpike Commission (PTC). An employee in this class is responsible for the technical operation of all PTC-owned communications equipment such as two-way radios, system portals, network connectivity, intelligent traffic systems (ITS) devices, toll collection equipment and other communications equipment. Work is assigned and performed under general supervision, with some independence, and is reviewed by a superior or designee, for direction, progress and end results. The position requires frequent work at a computer utilizing business programs and PTC-specific operating systems. It also requires occasional travel with exposure to roadway traffic and may demand occasionally working long hours in emergency situations, adverse weather conditions or for extended work assignments. The office environment has low levels of noise, adequate lighting and comfortable temperature. The physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.

Requirements

Currently authorized to work in the United States on a full-time basis.
High school diploma or equivalent certification.
Two (2) years of experience dispatching and logging calls in an incident ticketing/tracking system
OR Associates Degree in information technology or related electronics field.
Equivalent combination of education and/or experience may be accepted.
Customer Service
Problem Solving/Analysis
Regular and Predictable Attendance
Communication Proficiency
Reliability
Flexibility
Time Management
Attention to Detail
Technical Innovation

Nice To Haves

Experience working in a high-volume IT service desk, or a similar fast-paced technical support environment

Responsibilities

Taking incoming phone calls and monitoring email queues to acknowledge, categorize, and prioritize incoming technical issues
Working with 3rd-party vendors to report circuit outages, dispatch external technicians, track hardware replacements, and follow up on external tickets
Watching live system alerts across monitoring platforms like SolarWinds Orion to catch anomalies early
Triaging, documenting, and escalating technical issues to internal Tier 2/Tier 3 teams or external vendor support
Operates diagnostic consoles for the communications and electronic networks.
Responsible for system start-up according to established procedures, switching to back-up elements in the event of hardware failures, replying to console messages, requiring intervention, etc.
Identifies malfunctions in the network operation according to standard operational criteria/procedures to determine probable cause of problem.
Resolves operational problems, including, but not limited to: instructing terminal/phone operator in proper procedures, notifying communications companies to investigate communication problems, contacting appropriate personnel to resolve hardware and system software problems.
Executes recovery/restart procedures for restoring the teleprocessing monitor and network.
Uses various hardware and software tools to monitor the networks in order to prevent any possible outages and maintains network performance.
Assists in troubleshooting communications networks and related Internet of Things (IoT) devices.
Maintains records and logs of all network failures, problems, resolutions and maintenance incident reports.
Coordinates maintenance activities for all electronic equipment owned and operated by the PTC.
Installs cables and analog jacks and other data equipment.
Maintains two-way radio consoles in the PTC Traffic Operations Center.
Works extended hours, on call 24/7, to assist in the management of normal and emergency operations.
Uses situational awareness to anticipate and prevent accidents.
Performs related duties as assigned.