Systems Support Specialist I

Technology Support Technician 

Salary $32.49 Hourly

JOB SUMMARY
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.

JOB REQUIREMENTS
The following responsibilities represent the primary functions of the Technology Support Technician. While individual assignments vary based on Operational Unit, organizational needs, and business priorities, all technicians are expected to perform these responsibilities with professionalism, technical proficiency, sound judgment, and a commitment to delivering reliable, secure, and customer-focused technology services.

1. Operations & Service Delivery

   1. Deliver responsive, customer-focused technical support by diagnosing, troubleshooting, resolving, and documenting technology incidents and service requests. 

   2. Install, configure, maintain, repair, replace, and support department-approved technology systems, devices, software, and equipment. 

   3. Communicate effectively with customers regarding technology issues, service requests, system changes, and issue resolution. 

   4. Support technology deployments, upgrades, testing, implementations, and other operational initiatives. 

   5. Prioritize and manage assigned work to meet operational needs and established service expectations.

2. Technical Support & Diagnostics

   1. Diagnose and resolve hardware, software, network, communications, audio/video, and operational technology issues.

   2. Perform preventive maintenance, inspections, testing, and system verification activities to promote technology reliability and operational readiness.

   3. Analyze technology issues, identify root causes, recommend corrective actions, and escalate issues when appropriate.

   4. Utilize technical documentation, diagnostic tools, and established procedures to resolve technology-related issues.

3. Enterprise Technology & Infrastructure

   1. Support the installation, configuration, maintenance, monitoring, and operation of enterprise infrastructure, communications systems, operational technology, and related services.

   2. Assist with user account administration, system access, backups, technology lifecycle activities, and system maintenance.

   3. Support infrastructure improvements, technology projects, and implementation activities while minimizing disruption to operations.

   4. Monitor assigned technology systems and report or respond to issues affecting service availability, reliability, or security.

4. Asset, Documentation & Knowledge Management

   1. Maintain accurate Enterprise Asset Management (EAM) records, technology inventories, configuration information, and asset lifecycle documentation.

   2. Stage, configure, deploy, recover, inventory, and document department-approved technology equipment in accordance with established procedures.

   3. Create, maintain, and utilize technical documentation, Knowledge Articles (KAs), Standard Operating Procedures (SOPs), and related support documentation to promote operational consistency and knowledge sharing.

   4. Document technology configurations, work performed, troubleshooting activities, and resolutions in accordance with established Technology Services standards.

   5. Follow established policies, procedures, and Standard Operating Procedures (SOPs), while contributing to the continuous improvement of documentation, knowled