Operations Support Specialist

Provides operational and technical support for tolling technology, lane controller systems, and intelligent transportation systems products nationwide. Works closely with field technicians, system administrators, IT teams, and customers to ensure high system availability and customer satisfaction.

Responsibilities

• Provide front-line technical support to internal and external customers via phone, email, and other channels.
• Handle incoming incidents and support requests; manage service level agreements (SLAs) through ServiceNow.
• Communicate incident updates, outages, and resolutions to stakeholders.
• Troubleshoot hardware, software, and system issues using documented procedures and knowledge base materials; escalate complex issues as needed.
• Monitor system hardware, software, and operational dashboards to ensure availability and efficiency.
• Support lane controller systems on Linux platforms and ensure data flow between lane controllers, Accounting systems, and Violation Enforcement systems.
• Assist with installation, testing, and validation of new hardware and software deployments.
• Triage and prioritize incidents based on severity and customer impact; document troubleshooting steps and resolutions.
• Prepare SLA and operational performance reports; update and maintain support documentation and knowledge base articles.
• Provide feedback to improve operational procedures and support processes.
• Assist with training and mentoring newer team members; share operational knowledge and best practices.
• Participate in a 24/7/365 on-call and operational support rotation, including weekends, holidays, and emergency situations.

Requirements

• High school diploma or equivalent required; certificate, diploma, or degree in technology, electronics, or IT-related field preferred.
• 2+ years of experience in customer service, technical support, operations support, or an IT-related field preferred.
• Strong troubleshooting and analytical skills; experience with service desk or help desk ticketing systems such as ServiceNow.
• Knowledge of hardware and software troubleshooting; familiarity with Linux operating systems preferred.
• Experience with Windows server installation and configuration is a plus.
• Experience with systems monitoring tools and operational dashboards; knowledge base article creation and documentation experience preferred.
• Familiarity with tolling technology or intelligent transportation systems is a plus.
• Excellent verbal and written communication skills; strong customer service and interpersonal skills.
• Ability to work independently and as part of a team; strong organizational and multitasking abilities.
• Inductive and deductive problem-solving mindset; ability to prioritize and respond effectively during high-priority incidents.

Benefits

• Paid days off (vacation, sick days, bereavement leave).
• Health and Dental plans.
• Retirement plans.
• Employee and Family Assistance Program (EFAP).
• Employee referral program.