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Roles & Responsibilities

Fort Myers, FL Posted: 09/27/2021

Roles & Responsibilities

  • The RTMC IT Technician II position is responsible to assist the RTMC IT Manager for support of all computer systems within the Transportation Management Center.
  • This position may also have the responsibility of handling "help desk" calls.
  • Below are examples of specific responsibilities that may be assigned by the IT manager and are not intended to be inclusive of all duties.
  • Troubleshoots original "Help Desk" notification and may respond in person when problem cannot be fixed remotely.
  • Create reports on all help calls and responses to include fixed and outstanding items with details on what replacement parts were needed.
  • Maintains a working knowledge of the RTMC telephone system and coordinates as needed with the telephone contractor.
  • Responds to problems with the SunGuide system 24/7 to ensure that the system is available to operators at all times (this duty is shared with the RTMC IT Manager) May be required to respond to the RTMC/STMC if the problem cannot be addressed remotely.
  • Inventory all computer system hardware parts routinely to ensure TMC is operating at 100%.
  • Perform functions as directed by the RTMC IT Manager to include any routine and non-routine functions.
  • Informally train users in basic computer skills as needed.
  • Install and load all functions of any new workstation when purchased, to include the communications link to the network systems.
  • Perform hardware and software upgrades.
  • Create weekly reports on all help desk calls and responses to include fixed and outstanding items with details on what replacement parts were needed.
  • Conduct daily backups for all critical systems and ensure these are available in case systems need to be restored.
  • Monitor Video Wall to comply with 100% system availability.
  • Monitor video feeds from other partners to ensure their display on the Video Wall at all times.
  • Monitor District traffic information website to ensure all functions are operational.
  • May develop and recommend policies and procedures for effective information security management.
  • May provide input into the configuration, support, and maintenance of the RTMC IT and network systems.
  • May evaluate or assist in the evaluation of computer networking and telecommunication systems.
  • May complete or assist in the completion of installs, configuration, and maintenance of both physical and virtual computer servers; maintenance of employee network, e-mail and card key access accounts; performs other related duties as assigned.
  • May develop or assist in development of configuration management plans and their implementation.
  • Perform routine and non-routine functions as directed by the RTMC IT Manager.
  • Troubleshoot routine problems with the RTMC/STMC Computer systems.
  • Assist users with basic computer skills as needed.
  • Perform any additional tasks as assigned by the Project Manager, RTMC Manager or RTMC IT Manager.
  • All other tasks assigned by the Department.
  • High school degree or equivalent with a secondary education in computer science or the equivalent or two (2) years of experience in the operations of a computer operations center or computer helpdesk activities facility.
  • Have MCSA certificates and Professional A+ or Network+ certifications.
  • Troubleshoot and resolve most routine problems with RTMC/STMC computer systems.
  • Ability to communicate the circumstances of software or hardware problems to other technicians.
  • Skills in interpersonal relationships.
  • Ability to clearly communicate technical information in non-technical language.
  • Ability and willingness to work alternate work schedules and be "on-call" 24 hours/day.
  • Ability to create daily, weekly, monthly and yearly reports regarding system availability and help desk calls.
  • Ability to prepare clear and concise written communications.
  • Ability to communicate effectively in both oral and written form.
  • Knowledge of configuration management principles and practices.
  • Knowledge of SunGuide software and related software and systems.
  • Knowledge of ITS devices, networks and systems.
  • Ability to Configure and maintain data networks and servers.
  • Ability to implement LAN/WAN maintenance and management procedures.
  • Experience installing and supporting Microsoft server technologies.
  • Knowledge of network security practices.
  • Ability to explain technical concepts in non-technical terms to clients and staff; read, interpret and apply technical instructions.
  • Ability to research technical manuals and guides to respond to user questions.
  • Ability to prioritize requests, organize, schedule, and coordinate a variety of activities and projects.
  • Ability to learn new software and hardware packages.
  • Ability to work independently and as a team member.
  • Ability to establish and maintain cooperative working relationships with all those contacted during the course of work.
  • Ability to coordinate real time activities and priorities.
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