Information Technology Support Coordinator

PURPOSE OF JOB

The Information Technology Support Coordinator is responsible for providing first-level technical support and guidance to DCTA employees across the agency's information technology (IT) and operations technology (OT) environments. This includes end-user workstation hardware, software, peripherals, and mobile devices - as well as the technology that directly supports transit operations: onboard vehicle systems, security and surveillance systems, two-way communication radios, passenger information signage, and electronic fare payment systems, all of which play a critical role in delivering safe, reliable service to DCTA's passengers.

Reporting to the Director of Information Technology and Cybersecurity, this position serves as the first level of response to all user and operations technology issues and works in tandem with the Systems Administrator to deliver a high-quality user experience.

ESSENTIAL FUNCTIONS

The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.

End-User Support and Service Desk

• Monitors and responds to IT support tickets as the first level of support and escalates as necessary.
• Responsible for end-to-end problem ownership, resolution, and communication with employees
• Responsible for deployment, configuration, and troubleshooting of workstation hardware, mobile devices, and other IT peripherals such as printers, scanners, etc.
• Researches and troubleshoots workstation-related problems to determine root cause and implement permanent solutions.
• Responsible for the onboarding experience of new hires, including equipment setup and adherence to DCTA information technology policies.
• Supports and trains remote workers based on DCTA's remote worker policies.
• Manages and updates inventory of all DCTA IT and OT end-user assets and maintains an accurate software application inventory across DCTA IT assets.

Onboard Vehicle Technology, Fare Payment, and Passenger Information Systems

• Installs, configures, and maintains tablets used as mobile data terminals in transit vehicles, including CAD/AVL technology, throughout DCTA's transit fleet.
• Manages passenger information signage and vehicle display signage across transit facilities, rail platforms, and the fleet.
• Supports electronic fare payment systems, including ticket vending machines at transit facilities and rail platforms and onboard payment technology.
• Ensures the accurate, up-to-date, and fully operational status of automatic passenger counters, vehicle display signage, passenger information signage, and fare payment systems.
• Works closely with the DCTA Operations team on issues that affect service delivery as related to operations technology, coordinating resolution of reported issues with both technology and operations staff.

Mobile Devices and Communication Equipment

• Manages the procurement, configuration, and distribution of mobile devices (phones and tablets) and two-way communication radios issued to DCTA personnel.
• Configures and supports iOS and Android devices and mobile applications through DCTA's mobile device management (MDM) platform.
• Serves as the primary liaison between DCTA and service providers for mobile devices, two-way communication radios, and electronic fare systems, managing accounts and contracts to ensure optimal service levels.

Identity, Access, and Security Policy

• Manages users and computer objects in Active Directory in a hybrid environment.
• Works with the Systems Administrator to maintain the Microsoft 365 / Microsoft Entra ID environment,
• Actively implements, monitors, and enforces DCTA's IT security policies at the end-user level.

Projects and Compliance

• Participates in the development and progression of information technology and infrastructure projects, including deployment of new technology onboard vehicles, within agency facilities, and for communication, passenger information signage, and electronic fare payment systems.
• Coordinates with vendors and contractors to ensure projects are completed on time and within budget.
• Ensures technology deployments comply with relevant regulations and industry standards.

Training, Coverage, and Continuous Improvement

• Develops and conducts training for staff on the effective use of technology systems, including end-user best practices, onboard equipment, issued mobile devices, two-way communication radios, passenger information signage, and electronic fare payment systems.
• Stays current on information technology and transit technology trends and provides innovative ideas to fellow IT members in a collaborative environment.

Requirements

QUALIFICATION GUIDELINES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Where applicable, an equivalent combination of education and experience may be considered in lieu of education/experience listed below.

EDUCATION AND EXPERIENCE

• Associate's/Bachelor's Degree from an accredited college or university with major course work in information technology, computer science, communications, or other related discipline is preferred.
• Two (2) years of functional experience supporting end users and/or operations technology in an enterprise environment. Experience in a transportation or public transit environment is preferred.
• Experience in configuring and supporting mobile devices that run both iOS and Android operating systems and working with mobile applications. Mobile device management software experience preferred.
• Experience with remote support tools and helpdesk ticketing systems in an enterprise environment is highly preferred.
• Experience supporting mobile devices, two-way communication radios, digital signage systems, and/or electronic fare payment systems, and working with related service providers, is preferred.
• Working understanding of network infrastructure, including routers, switches, and wireless communication systems.
• Ability to manage small projects from inception through completion, including coordination with vendors and contractors.
• Must hold a current CompTIA A+, CompTIA Network+, CompTIA Security+, or ISC2 Certified in Cybersecurity (CC) certification at the time of hire or must obtain one of these certifications within 12 months of hire. Certifications must be kept current.

Special Requirements: Hold a current valid Texas Driver's License or have the ability to obtain one upon entry into the position. CDL preferred. Ability to work variable work hours. Available in the event of required emergency response.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Thorough understanding of technology commonly used by clients and employees and of operations technology used in a public transit environment.
• Ability to explain technical problems to nontechnical employees.
• Ability to pick up on technical information quickly; can learn new skills and technical knowledge.
• Ability to conduct research into hardware and software issues and products as required.
• Provide keen attention to detail.
• Work within a team-oriented, collaborative environment.
• Represent DCTA to external organizations and the public professionally.

The ideal candidate will:

• Possess a positive attitude, and practices good judgement while open to receiving/providing feedback.
• Hold the ability to get along with others, individually and in a large group. Has the desire to care for the organization's well-being and for the co-workers he/she interacts with. Interested in partaking in group development and team building activities.
• Be open to collaborate and work in a team-oriented and helping environment.
• Possess an influential and welcoming communication style.
• Foster a culture that values critical thinking and problem solving; and encourages constructive feedback, engagement, inclusion, and diversity at all levels.

PHYSICAL ACTIVITIES: Physical activity includes, but is not limited to: on a continuous basis, sit at a desk for long periods of time; intermittently twist and reach office equipment; write or use keyboard to communicate through written means; lift moderate weight; reaching above the waist, reaching below the waist, and reaching waist to shoulder to reach inventory on shelves; repetitive motion and fingering when using a computer keyboard; talking and hearing when dealing with customers; and observation of transit projects and operations during field work along the right-of-way.

• This role requires a combination of office work and fieldwork in various transit environments.
• Must be able to work in outdoor conditions and navigate transit vehicles and facilities for system installations and troubleshooting.
• This position will work varied hours to support the needs of DCTA operations as they arise.