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, knowledge resources, and operational practices.

5. Collaboration & Professional Responsibilities

   1. Collaborate effectively with Technology Services staff, customers, vendors, contractors, and business partners to support organizational technology needs. 

   2. Demonstrate professionalism, accountability, initiative, adaptability, and sound judgment while representing EMBARK. 

   3. Protect the confidentiality, integrity, and availability of organizational information and technology resources by complying with applicable safety, security, cybersecurity, and acceptable use policies. 

   4. Maintain technical knowledge through training, self-development, and cross-functional learning opportunities. 

   5. Technology Support Technicians may be assigned to support special projects, emergency response activities, or other operational initiatives consistent with the scope of the position.

   6. Perform other duties and responsibilities consistent with the scope and intent of the position.

1. The Technology Services Division is committed to building a versatile, customer-focused team of technology professionals. Technology Support Technicians are assigned to an Operational Unit where they develop specialized expertise while collaborating across the division to support the broader mission of Technology Services. Operational Unit assignments establish each technician's primary area of responsibility but do not limit opportunities for cross-training, professional growth, or supporting other areas of Technology Services. 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.

KEY PERFORMANCE INDICATORS (KPIs)

Technology Support Technicians are evaluated through EMBARK’s performance management process using the operational standards, technical competencies, performance expectations, and measures established in the Technology Systems Technician Playbook, the primary competency framework for the position.

Performance indicators include, but are not limited to:

• Customer Service – Delivers responsive, professional support while meeting established service expectations for incident response, request fulfillment, communication, and customer satisfaction.

• Technical Quality – Demonstrates technical proficiency through accurate diagnosis, implementation, resolution, and documentation of technology solutions.

• Operational Reliability – Promotes the availability, security, and reliability of technology services through proactive monitoring, preventive maintenance, testing, and operational support.

• Asset, Documentation & Knowledge Management – Maintains accurate technology asset records, documentation, configuration information, and knowledge resources in accordance with Technology Services standards.

• Professionalism, Collaboration & Growth – Demonstrates accountability, collaboration, continuous learning, cross-functional support, and adherence to the operational standards and professional expectations established in the Playbook.

MINIMUM QUALIFICATIONS

• 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. 

WORKING CONDITIONS

• Both indoor and outdoor work environments; exposure to heat, cold, humidity, rain, dust, fumes, gases, noise, and various shop conditions.

• Working hours may vary and are subject to change based on duties and business needs.

• Occasional work in close proximity to moving machinery, vehicles, diagnostic equipment, power tools, and energized electronic systems.

• Use of diagnostic equipment in tight spaces, under vehicles, or in noisy environments.

PHYSICAL REQUIREMENTS

• Strength to frequently lift, push, pull, or carry computer/network infrastructure components up to 50 pounds. 
• Arm-hand dexterity for operating keyboards, diagnostic equipment, and hardware components. 
• Near vision for reading manuals and component labeling. 
• Hearing and speech for telephone and in-person communication. 
• Body dexterity to climb, bend, twist, and crawl in small or confined spaces.

PRE‑EMPLOYMENT REQUIREMENTS

• Physical & Drug Screen: The successful applicant must pass a Non- Department of Transportation (DOT) physical examination, which includes a drug screen.
• Background Check: EMBARK will conduct a background investigation/verification. Applicants will be provided contact information for any third‑party reporting agencies used to collect background information as part of a conditional offer of employment.
• Substance Abuse Policy: Applicants will receive a copy of EMBARK’s Substance Abuse Policy upon conditional offer and acceptance, and before any health screen/physical examination and drug test.

DRIVING RECORD STANDARD

• Possess and maintain a valid Oklahoma Driver's License and an acceptable driving record meeting COTPA driving standards.

• Applicants for positions requiring operation of COTPA vehicles may be disqualified by three (3) or more moving traffic violation convictions (excluding parking citations) within the previous two (2) years.

APPLICATION GUIDELINES

• Provide at least three (3) years of employment history, including reasons for leaving each position.
• Explain all gaps in employment history.
• Provide contact information for current and previous employers.
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EQUAL EMPLOYMENT OPPORTUNITY & ACCOMMODATIONS

• EMBARK is an equal opportunity employer and values diversity and inclusion.
• EMBARK does not discriminate against any applicant or employee based on race, color, creed, national origin, ethnicity, religion, sex (including sexual orientation and gender identity/expression), age, genetic information, disability, or political affiliation.
• If you require reasonable accommodation during any part of the hiring process, contact the Human Resources Department at (405) 297‑1588.

VETERANS PREFERENCE

• A five‑point preference will be awarded in the initial scored selection process for honorably discharged U.S. military veterans.
• Qualified applicants must submit a copy of DD Form 214 indicating discharge type/character of service in person, by mail, or by fax at (405) 316‑3346.

SAFETY‑SENSITIVE CLASSIFICATION (UNITY BILL) 

• This position is designated safety sensitive under the Oklahoma Medical Marijuana and Patient Protection Act, 63 O.S. § 427.1 et seq. (OSCN 2019), effective August 29, 2019.
• Employees in safety‑sensitive positions may be subject to disciplinary action up to and including termination if they test positive for marijuana components or metabolites, even if they possess a medical marijuana license.

FORMER EMPLOYEES

• To participate in the selection process, former employees must be eligible for rehire.
• If you are unsure of your rehire status, contact EMBARK Human Resources at (405) 297‑1558.

If your rehire status is coded “Not Eligible,” “Eligible 3,” or “Conditional,” you must request a review of your rehire status

About Us

Oklahoma City is one of the fastest-growing metros in the United States and is the 20th largest city in the nation. For nearly two decades our residents have continually invested in our community to make it a place people can find belonging, visit and call home. Our employees are at the heart of those investments–delivering essential services our residents expect and creating a strong and thriving city for all people. Visit Oklahoma City--A Great Place to Live and Work! to learn more about our city.

For more than 50 years, EMBARK has offered safe, reliable transportation for the citizens and visitors of Oklahoma City. Beginning with just 18 buses in 1966, we’ve grown to into a robust transit system that includes streetcars, river cruises, parking garages and more.

As an industry leader in public transportation and more importantly, as the place where you choose to work, you need to know the keys to be successful during your career with EMBARK. 

EMBARK’s vision is to provide “world class transportation accessible to all, and all want to access it.” 

With a clear picture of our destination through our Vision and Mission, our Core 4 Values — be safe, be there, be open and be kind act as our compass. Living into our values guides our decisions and ensure we stay on course. 

In all that we do, we focus on three key audiences - our employees, our customers and our board - to create a great place to work, enhance the status, use and understanding of our services, and preserve confidence in what we do with key stakeholders.  

No matter what position you are applying for, our team members help is essential to the success of EMBARK. Each team member is integral to the success of our organization and we couldn’t do it without you.

Whether we’re creating an inclusive and empowering work environment, improving our customers’ experiences or cultivating strong relationships with key stakeholders, our Vision, Mission, and Values will help guide you to decide if EMBARK is the right organization for you.