Senior Technology Support Analyst – OT Hardware Support

Date Opened: Monday, July 06, 2026 12:00 AM

Close Date: Monday, July 20, 2026 12:00 AM

Department: Charlotte Area Transit System Department

IT Operations & Support

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

The Senior Technology Support Analyst – Operational Technology Hardware Support is responsible for the maintenance, troubleshooting, repair, configuration, and lifecycle management of transit operational technology hardware and supporting software systems used throughout the bus fleet and transit facilities. This role serves as the senior technical resource for diagnosing and resolving complex operational technology issues impacting daily transit service delivery.
The position focuses heavily on but is not limited to supporting onboard Rail / Bus technology hardware including CAD/AVL equipment, onboard camera systems, mobile data terminals, destination signs, APC systems, fare collection interfaces, onboard networking equipment, communication devices, and passenger messaging systems while also supporting associated backend software applications and system integrations.
This role works closely with Operations, Maintenance, Dispatch, IT, and third-party vendors to ensure operational technology systems remain functional, reliable, and compliant with organizational standards.

Operational Technology Hardware Support & Repair

• Diagnose, troubleshoot, repair, replace, and maintain operational technology hardware installed on transit buses and related facilities.
• Support onboard systems including:
  • CAD/AVL hardware and peripherals
  • Mobile Data Terminals (MDTs)
  • Onboard surveillance and camera systems
  • Automatic Passenger Counter (APC) systems
  • Passenger information and messaging signs
  • Destination sign systems
  • Cellular and wireless communication devices
  • Onboard routers, switches, antennas, and networking equipment
  • Fare collection support hardware and integrated devices
• Perform root cause analysis on recurring hardware failures and system outages.
• Coordinate and perform firmware updates, hardware refreshes, equipment replacements, and preventative maintenance activities.
• Maintain spare parts inventory and coordinate warranty repairs and vendor replacement processes.
• Support field installations, decommissioning, testing, and configuration of operational technology equipment.
• Assist maintenance personnel and technicians with operational technology troubleshooting and repair procedures.
• Respond to service-impacting incidents and provide emergency operational technology support when required.

Software & System Support

• Support backend software applications associated with operational technology systems including CAD/AVL platforms, APC reporting systems, camera management software, and monitoring tools.
• Troubleshoot software-related issues involving communications, data synchronization, integrations, and device connectivity.
• Assist with software upgrades, patches, system configurations, and vendor-supported application deployments.
• Support system integrations between operational technology platforms and enterprise applications.
• Create and maintain technical documentation, configuration standards, repair procedures, and support guides.
• Monitor system alerts, logs, and diagnostics to proactively identify operational issues.

Vendor & Stakeholder Coordination

• Coordinate with vendors for troubleshooting, escalations, repairs, software support, and warranty claims.
• Assist in evaluating new operational technology hardware and software solutions.
• Participate in technical meetings with vendors, contractors, operations staff, and leadership teams.
• Support procurement efforts by assisting with technical specifications and hardware evaluations.