Operations Support Specialist

• Triage and prioritize incidents quickly based on severity and customer impact.
• Document incidents, troubleshooting steps, and resolutions in the work management system.
• Prepare SLA and operational performance reports as needed.
• 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 with the team.
• Participate in continuous improvement efforts for support operations and documentation.

• Participate in a 24/7/365 on-call and operational support rotation.
• Provide support coverage during scheduled shifts, weekends, holidays, and emergency situations as required.

This list of responsibilities might not cover everything you'll end up doing.

• High school diploma or equivalent required.
• Certificate, diploma, or degree in a 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.
• Familiarity 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.

We offer a Total Rewards plan designed with you and your family’s health and wellness in mind that includes:

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

We welcome applicants from all backgrounds, regardless of race, color, religion, sex, veteran sta tus, sexual orientation, gender identity, national origin, age, or disabilit y or any other protected characteristics in accordance with applicable federal, state/provincial, and local laws .

We 're committed to creating a workplace where everyone feels valued and respected.

We appreciate all responses and will acknowledge only those being considered for an interview .

We respectfully request no calls or unsolicited resumes from Agencies .