Systems Support Specialist I

EMBARK•Oklahoma City, OK

4d•$32•Hybrid

About The Position

This position is located within the Technology Services Division of the Central Oklahoma Transportation and Parking Authority (COTPA), doing business as EMBARK, and is performed under the direction of an assigned supervisor. The Technology Support Technician provides frontline technical support for the systems, infrastructure, devices, and operational technologies that enable EMBARK's transit, parking, ferry, and administrative operations. Responsibilities include installing, configuring, maintaining, troubleshooting, repairing, and supporting department-approved technology systems while delivering reliable, secure, and customer-focused technology services. Technology Support Technicians are assigned to one of three Operational Units—Service Delivery, Infrastructure Technology, or Transit Technology—where they develop specialized expertise while collaborating across the division to support EMBARK's mission.

Requirements

Associate degree in IT or a related technical field OR Technical certification, vocational/military training, or similar technical education OR Two years of experience supporting IT, electronics, networking, telecommunications, vehicle or A/V systems OR A combination of education, training, and experience that enables successful performance in the role
Working knowledge of Microsoft Windows, Microsoft 365, computer hardware, mobile devices, networking, enterprise software, audio/video technologies, cybersecurity principles, and Enterprise Asset Management (EAM).
Experience troubleshooting technical issues, performing preventive maintenance, managing assets and inventory, and reading and producing technical documentation.
Valid Oklahoma driver’s license.

Responsibilities

Deliver responsive, customer-focused technical support by diagnosing, troubleshooting, resolving, and documenting technology incidents and service requests.
Install, configure, maintain, repair, replace, and support department-approved technology systems, devices, software, and equipment.
Communicate effectively with customers regarding technology issues, service requests, system changes, and issue resolution.
Support technology deployments, upgrades, testing, implementations, and other operational initiatives.
Prioritize and manage assigned work to meet operational needs and established service expectations.
Diagnose and resolve hardware, software, network, communications, audio/video, and operational technology issues.
Perform preventive maintenance, inspections, testing, and system verification activities to promote technology reliability and operational readiness.
Analyze technology issues, identify root causes, recommend corrective actions, and escalate issues when appropriate.
Utilize technical documentation, diagnostic tools, and established procedures to resolve technology-related issues.
Support the installation, configuration, maintenance, monitoring, and operation of enterprise infrastructure, communications systems, operational technology, and related services.
Assist with user account administration, system access, backups, technology lifecycle activities, and system maintenance.
Support infrastructure improvements, technology projects, and implementation activities while minimizing disruption to operations.
Monitor assigned technology systems and report or respond to issues affecting service availability, reliability, or security.
Maintain accurate Enterprise Asset Management (EAM) records, technology inventories, configuration information, and asset lifecycle documentation.
Stage, configure, deploy, recover, inventory, and document department-approved technology equipment in accordance with established procedures.
Create, maintain, and utilize technical documentation, Knowledge Articles (KAs), Standard Operating Procedures (SOPs), and related support documentation to promote operational consistency and knowledge sharing.
Document technology configurations, work performed, troubleshooting activities, and resolutions in accordance with established Technology Services standards.
Follow established policies, procedures, and Standard Operating Procedures (SOPs), while contributing to the continuous improvement of documentation, knowledge resources, and operational practices.
Collaborate effectively with Technology Services staff, customers, vendors, contractors, and business partners to support organizational technology needs.
Demonstrate professionalism, accountability, initiative, adaptability, and sound judgment while representing EMBARK.
Protect the confidentiality, integrity, and availability of organizational information and technology resources by complying with applicable safety, security, cybersecurity, and acceptable use policies.
Maintain technical knowledge through training, self-development, and cross-functional learning opportunities.
Technology Support Technicians may be assigned to support special projects, emergency response activities, or other operational initiatives consistent with the scope of the position.
Perform other duties and responsibilities consistent with the scope and intent of the position.
Employees are expected to successfully complete the Technology Systems Technician Playbook and maintain proficiency in it, which establishes the division's operational standards, technical competencies, and professional expectations.