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IT Repair & Support Technician

METRO Regional Transit Authority
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Job Summary:

METRO RTA is seeking a skilled and service-oriented IT Repair Technician to support our transit operations through both field-based hardware maintenance and help desk services. This position is responsible for diagnosing, repairing, and installing a variety of IT systems with a focus on vehicle-based technologies including CAD/AVL systems and security camera systems. The technician will also provide Tier 1 and Tier 2 help desk support to agency staff, ensuring a reliable and responsive IT environment. Familiarity with current trends in AI and emerging technologies in the public transportation sector is highly desirable.

 

Key Responsibilities:

Field Support & Repair:

  • Diagnose and repair hardware and software issues in onboard transit systems, particularly CAD/AVL (Computer-Aided Dispatch / Automatic Vehicle Location) systems.
  • Install, configure, and maintain vehicle and facility-based IP security camera systems.
  • Support field deployment and maintenance of mobile data terminals, GPS units, fare collection systems, routers, and related equipment.
  • Perform routine inspections and preventative maintenance on IT equipment and systems in transit vehicles and facilities.
  • Maintain logs for maintenance, repairs, part usage, and service activities.
  • Repair, replace and maintain all of METRO’s video security equipment:  This includes cameras, wiring and recording devices located on buses and METRO’s facilities. 
  • Repair and replace AVI equipment: Work with the maintenance department with the repair and replacement of the AVl equipment.  Assist the IT department with maintaining any electronic equipment located at METRO’s facilities.
  • Repair/replace radio equipment: Work with radio vendors, City of Akron and the maintenance department in maintaining the radio equipment on METRO buses and METRO facilities. 
  • Keeps track of and catalog warranty repair, non-warranty repair, installations and removal, part number and serial numbers for all video security equipment, AVI equipment and radio equipment. Verifies that all equipment is working on a regular basis. 
  • Provide the maintenance department with vinyl decals as requested.
  • Keep the programming for destination signs and talking bus up to date.
  • Assist the IT department and Contractors in maintaining any electronic equipment locate at METRO’s facilities.
  • Assist the IT department with maintaining prox. card door equipment and phone system equipment.
  • Performs other related duties as assigned
  • Regular attendance is an essential function of this job

 

Help Desk Support:

  • Provide Tier 1 and Tier 2 technical support to agency employees for desktop computers, mobile devices, printers, applications, and network connectivity.
  • Log, track, and manage service tickets through the agency’s IT service management platform.
  • Escalate unresolved technical issues to senior IT staff or third-party vendors as necessary.
  • Assist in account setup, password resets, and basic user training for software and hardware systems.
  • Follow and contribute to documentation of standard operating procedures (SOPs) and support knowledge base articles.

Technology & Innovation:

  • Stay current with developments in AI, intelligent transportation systems, and smart transit technologies.
  • Provide input on the implementation of AI tools and automated systems for fleet diagnostics, predictive maintenance, and video analytics.
  • Support testing and deployment of new IT initiatives and upgrades.

 

Qualifications:

Required:

  • Associate degree in Information Technology, Electronics, Computer Science, or a related field, or equivalent technical training and work experience.
  • 2+ years of experience in IT hardware repair, field service, or desktop/help desk support.
  • Proficiency in troubleshooting and installing IP security camera systems.
  • Strong working knowledge of desktop and mobile operating systems (Windows, Android), networking basics, and common office productivity software.
  • Customer service mindset with excellent communication and organizational skills.
  • Valid Ohio driver’s license with a clean driving record.
  • Knowledge of common hardware diagnostics such as power, and failure of components. 

 

Preferred:

  • Previous experience in a transportation or municipal environment.
  • Familiarity with ticketing/help desk software (e.g., Zendesk, Spiceworks, ServiceNow).
  • Awareness of current AI and machine learning trends in transportation and infrastructure.
  • CompTIA A+, Network+, or similar certifications are a plus.
  • Experience working with CAD/AVL systems (e.g., Trapeze, Clever Devices, INIT).

 

Working Conditions:

  • Work is performed in an office, workshop, and field environment including onboard transit vehicles.
  • Must be able to lift and carry equipment up to 50 lbs, work in confined spaces, and sometimes heights of 10-30ft.
  • On-call or after-hours availability may be required for emergency repairs or system outages.