FTE Help Desk ELD

The FTE Help Desk Technician plays a critical role in supporting the daily operations of Intelligent Transportation Systems (ITS) under the E8S79 contract. This position is responsible for monitoring, analyzing, and reporting the operational status of various ITS field devices across designated State Roads and mile markers. The technician will use multiple software platforms via secure VPN to perform system reviews, communicate with field technicians, and ensure timely issue resolution for downed devices.

Primary Responsibilities:

• Monitor and analyze the status of ITS devices reporting as "Down" using specialized software platforms accessed via the DOT TPK Web VPN.
• Communication with TPK Helpdesk staff and various TPK project contractors
• Generate and distribute the Daily Down Devices Report to field technicians and supervisors.
• Communicate and confirm device assignments with the Technician Supervisor and field staff.
• Respond to and manage real-time alerts, internal help desk emails, and technician inquiries.
• Provide device status updates to staff or technicians via email or phone as needed.
• Maintain accurate tracking of device operational issues and ensure timely resolution.

Devices Monitored:

• CCTV Cameras
• Dynamic Message Signs (DMS)
• Vehicle Detection Systems (VDS)
• Uninterruptible Power Supplies (UPS)
• Power Distribution Units (PDU)
• Radio Transmitters
• Speed Feedback Signs
• Road Weather Information Systems (RWIS)
• Generators

Software & Tools Used:

• SolarWinds/Orion: Monitor real-time device performance, generate alerts, and view network health.
• SunGuide: Access and manage device data within the Florida Department of Transportation's traffic management system.
• Milestone: View and manage live and recorded video feeds from CCTV cameras.
• MH Corbin: Analyze road weather data and interface with RWIS stations.
• ITS Ignition: Control and monitor ITS field devices through SCADA-based platform.
• LCD: Interface for localized control and diagnostics of field devices.
• Command Prompt (CMD): Run basic network diagnostics, pings, and commands.
• Microsoft Excel: Compile and maintain device status logs and generate reports.
• Microsoft Notepad: Draft and store plain-text documentation and logs.
• Microsoft Outlook: Draft, Reply and Analyze critical email messages from Eland internal staff, TPK Staff, and various vendors.

Additional Duties:

• Troubleshoot Down Devices prior to dispatching technicians to a site
• Support device inventory management, including tracking failed devices.
• Coordinate RMA (Return Merchandise Authorization) process for faulty equipment.
• Request part quotes and follow up with vendors regarding shipments and repairs.
• Package and ship devices to vendors for service or replacement.
• Maintain clear records of all device failures, repairs, and vendor correspondence.

Contract Coverage Area:

This position supports ITS operations on the following State Roads and associated mile markers:

• SR 091 – MM 055.4 to MM 145.4
• SR 821 – MM 000.0 to MM 046.9
• SR 869 – MM 000.4 to MM 021.7
• SR 874 – MM 000.3 to MM 001.5

Qualifications:

• Experience with Windows 10 OS and VPN-based remote access.
• Familiarity with ITS field device types and basic troubleshooting methods.
• Proficiency with Microsoft Office tools (Excel, Notepad) and command-line interface.
• Strong multitasking, organizational, and communication skills.
• Ability to work independently while managing high-priority requests and interruptions.

Required

• 4 year(s): Related Experience

Preferred

• Bachelors or better in Information Technology or related field

Required

• Driver's License

Equal Opportunity Employer

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