Technical Support Specialist

BASIC PURPOSE

• The Goal of the PSTA IT department is to lead, research, purchase, and manage all Authority technology through recommendations and participation of the divisions within the agency. The department provides and maintains the infrastructure to drive change. The primary function of this information technology position is to develop plans and strategies to maintain IT infrastructure, environments, and technologies. This position will serve the Chief Information Officer and Senior IT Manager and will support departmental programs such as Electronic Fares and Fare Media ensuring activities are properly documented, executed, accurate and presented in a timely manner. This is a learning opportunity whereby the qualified candidate will work on initiatives including assisting with maintenance, operation, and upgrades for virtual and physical servers, maintaining and running audio visual systems, managing virtual meeting environments, cloud phone, technical support, inventory management, equipment installation, data entry, and writing documentation. This position offers opportunities to build on practical experience with the Windows operating system, network infrastructure, virtual server deployment, unified communications, audio visual, and backup systems.

• Day to day this position will assist IT staff with technical requests, prepare reports, manage administration of IT equipment, budgets, and capital assets. This is a growth opportunity providing training, tuition reimbursement and certification opportunities as warranted.

ESSENTIAL FUNCTIONS

• Coordinate with PSTA's internal departments in the process of developing forecasts and

evaluating appropriate and cost-effective business processes and technology solutions.

• Plans and coordinate technology related activities, procedures and business processes involving the Flamingo Fares System for IT and end users, or other financial, mobility, planning and transportation technology projects as assigned.

• Coordinate Flamingo Fares System and other program related meetings and activities with other departments and outside agencies as it relates to technology and operations.

• Assist with the administration of the Flamingo Fares Back Office Software, IVR system, and other related systems.

• Monitor daily operation and strategic objective of the Flamingo Fares System ensuring that the business operations run smoothly and in compliance with all applicable rules and

regulations, including, but not limited to reporting and monitoring support tickets for problems to the system vendor.

• Coordinates with the Superintendent of Customer Service to ensure the efficient and effective operations of the customer service team in relation to digital and Flamingo fare media sales.

• Assists with implementing projects related to fare collection, BRT audits, agency technology implementations, and IT capital asset acquisition.

• Provide support to IT staff and end users, both internal and external.

• Assist lead systems engineer with server related activities, backup, and audio visual for public meetings.

DAILY AND MONTHLY RESPONSIBILITIES

• Troubleshoot, fix, and coordinate solutions for the Flamingo Fares System project, and other projects as assigned.

• Monitor IT systems and work with helpdesk and systems engineer to perform maintenance and upgrades.

• Ensure validity of data from the Flamingo Fares System, working with the Finance and Planning Divisions.

• Perform Flamingo Fares System technical reviews and provide progress reports, statistical reports and make recommendations.

• Visit program locations, terminals, or upgraded stations to perform equipment and software assessments and assist end users, collaborating with the help desk, and system vendors when necessary.

• Maintain IT department equipment inventory and manage maintenance contracts in addition to personal equipment issuance.

• Prepare reports as needed.

• Assist in creating the Information Technology Division budget requisition items, track expenditures and perform analysis.

• Coordinate ordering, receipt, and distribution of departmental purchases.

• Provide documents, assistance, and direction to internal and external auditors as needed.

• Assists the Chief Information Officer with audit related functions as needed.

• Keep and update notes related to project, department, and progress meetings.

• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• Education: Bachelor's degree from an accredited college or university in Business Administration, Information Technology, or a related discipline.

• Experience: Must have a minimum of four (4) years of related professional experience. Previous experience in audio visual, IT Helpdesk, revenue collection, software/hardware and/or technical support is preferred. Previous work with a government entity is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of: Knowledge and experience with installation configuration, and management of various hardware, MS-Windows 10 Professional, and MS Office Professional and most common troubleshooting techniques. Passion for learning new technologies and processes.

• Abilities: Must be able to communicate both orally and written. Must be able to prepare a variety of system reports, handle multiple tasks, and ensure that all work is completed timely and accurately and that internal controls are in place and followed. Must pay strict attention to detail. Must be flexible in accepting work assignments and able to meet strict deadlines. Must be able to implement and follow proper information technology security procedures.