Data System Specialist

Job description: Do you have experience working in a high-volume IT service desk, or a similar fast-paced technical support environment? Join our Network Operations Center (NOC) team as a Data System Specialist! Taking incoming phone calls and monitoring email queues to acknowledge, categorize, and prioritize incoming technical issues Working with 3rd-party vendors to report circuit outages, dispatch external technicians, track hardware replacements, and follow up on external tickets Watching live system alerts across monitoring platforms like SolarWinds Orion to catch anomalies early Triaging, documenting, and escalating technical issues to internal Tier 2/Tier 3 teams or external vendor support Hours/shifts vary as we are a 24/7 organization Applicants must be currently authorized to work in the United States on a full-time basis. The Commission will not sponsor applicants for work visas. Job Purpose and Summary This is skilled work in diagnostic electronic testing of equipment to evaluate reported malfunctions or deficiencies within communications systems owned and operated by the Pennsylvania Turnpike Commission (PTC). An employee in this class is responsible for the technical operation of all PTC-owned communications equipment such as two-way radios, system portals, network connectivity, intelligent traffic systems (ITS) devices, toll collection equipment and other communications equipment. Work is assigned and performed under general supervision, with some independence, and is reviewed by a superior or designee, for direction, progress and end results. Essential Functions & Responsibilities Operates diagnostic consoles for the communications and electronic networks. Responsible for system start-up according to established procedures, switching to back-up elements in the event of hardware failures, replying to console messages, requiring intervention, etc. Identifies malfunctions in the network operation according to standard operational criteria/procedures to determine probable cause of problem. Resolves operational problems, including, but not limited to: instructing terminal/phone operator in proper procedures, notifying communications companies to investigate communication problems, contacting appropriate personnel to resolve hardware and system software problems. Executes recovery/restart procedures for restoring the teleprocessing monitor and network. Uses various hardware and software tools to monitor the networks in order to prevent any possible outages and maintains network performance. Assists in troubleshooting communications networks and related Internet of Things (IoT) devices. Maintains records and logs of all network failures, problems, resolutions and maintenance incident reports. Coordinates maintenance activities for all electronic equipment owned and operated by the PTC. Installs cables and analog jacks and other data equipment. Maintains two-way radio consoles in the PTC Traffic Operations Center. Works extended hours, on call 24/7, to assist in the management of normal and emergency operations. Uses situational awareness to anticipate and prevent accidents. Performs related duties as assigned. Qualifications High school diploma or equivalent certification. Two (2) years of experience dispatching and logging calls in an incident ticketing/tracking system: OR Associates Degree in information technology or related electronics field. Equivalent combination of education and/or experience may be accepted. Competencies Customer Service Problem Solving/Analysis Regular and Predictable Attendance Communication Proficiency Reliability Flexibility Time Management Attention to Detail Technical Innovation Physical Demands and Work Environment Position requires frequent work at a computer utilizing business programs and PTC-specific operating systems. Position requires occasional travel with exposure to roadway traffic. Position may demand occasionally working long hours in emergency situations, adverse weather conditions or for extended work assignments. Position requires the physical capability to appropriately stand, stoop, walk, lift and carry heavy tools and/or equipment when necessary. Office environment with low levels of noise, adequate lighting and comfortable temperature. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions. Disclaimer The information provided in this job description has been designed to indicate the general nature and level of work performed by the incumbent(s) within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of the employee(s) assigned to this job. Management has the discretion to add or modify duties of the job and to designate other functions as essential at any time.