Senior Technology Support Analyst – OT Hardware Support

Date Opened: Monday, July 06, 2026 12:00 AM

Close Date: Monday, July 20, 2026 12:00 AM

Department: Charlotte Area Transit System Department

IT Operations & Support

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

The Senior Technology Support Analyst – Operational Technology Hardware Support is responsible for the maintenance, troubleshooting, repair, configuration, and lifecycle management of transit operational technology hardware and supporting software systems used throughout the bus fleet and transit facilities. This role serves as the senior technical resource for diagnosing and resolving complex operational technology issues impacting daily transit service delivery.
The position focuses heavily on but is not limited to supporting onboard Rail / Bus technology hardware including CAD/AVL equipment, onboard camera systems, mobile data terminals, destination signs, APC systems, fare collection interfaces, onboard networking equipment, communication devices, and passenger messaging systems while also supporting associated backend software applications and system integrations.
This role works closely with Operations, Maintenance, Dispatch, IT, and third-party vendors to ensure operational technology systems remain functional, reliable, and compliant with organizational standards.

Operational Technology Hardware Support & Repair

• Diagnose, troubleshoot, repair, replace, and maintain operational technology hardware installed on transit buses and related facilities.
• Support onboard systems including:
  • CAD/AVL hardware and peripherals
  • Mobile Data Terminals (MDTs)
  • Onboard surveillance and camera systems
  • Automatic Passenger Counter (APC) systems
  • Passenger information and messaging signs
  • Destination sign systems
  • Cellular and wireless communication devices
  • Onboard routers, switches, antennas, and networking equipment
  • Fare collection support hardware and integrated devices
• Perform root cause analysis on recurring hardware failures and system outages.
• Coordinate and perform firmware updates, hardware refreshes, equipment replacements, and preventative maintenance activities.
• Maintain spare parts inventory and coordinate warranty repairs and vendor replacement processes.
• Support field installations, decommissioning, testing, and configuration of operational technology equipment.
• Assist maintenance personnel and technicians with operational technology troubleshooting and repair procedures.
• Respond to service-impacting incidents and provide emergency operational technology support when required.

Software & System Support

• Support backend software applications associated with operational technology systems including CAD/AVL platforms, APC reporting systems, camera management software, and monitoring tools.
• Troubleshoot software-related issues involving communications, data synchronization, integrations, and device connectivity.
• Assist with software upgrades, patches, system configurations, and vendor-supported application deployments.
• Support system integrations between operational technology platforms and enterprise applications.
• Create and maintain technical documentation, configuration standards, repair procedures, and support guides.
• Monitor system alerts, logs, and diagnostics to proactively identify operational issues.

Vendor & Stakeholder Coordination

• Coordinate with vendors for troubleshooting, escalations, repairs, software support, and warranty claims.
• Assist in evaluating new operational technology hardware and software solutions.
• Participate in technical meetings with vendors, contractors, operations staff, and leadership teams.
• Support procurement efforts by assisting with technical specifications and hardware evaluations.

Minimum Qualifications

• Demonstrated ability to troubleshoot, diagnose, maintain, and repair low-voltage electrical, electronic, and communication systems. This includes identifying issues related to voltage, current, continuity, resistance, grounding, wiring, cable integrity, network connectivity, signal transmission, and device communications. Ability to interpret wiring diagrams and technical documentation, utilize diagnostic test equipment, isolate root causes, and implement corrective actions while adhering to applicable electrical safety standards and industry best practices. 
• Bachelor’s degree in Information Technology, Business Systems, Electronics, Transportation Technology, or related field preferred. Equivalent work experience may be substituted for education.
• Minimum of 8–10 years of hands-on experience supporting and repairing transit operational technology bus & rail systems.
• Strong experience supporting systems including:
  • CAD/AVL systems
  • APC systems
  • Bus camera/surveillance systems
  • Destination signs and passenger messaging systems
  • Onboard communications and networking equipment
  • MDTs and onboard computing devices
• Experience supporting associated operational technology software applications and integrations.
• Experience using diagnostic tools, testing equipment, and hardware troubleshooting methodologies.
• Valid driver’s license required.

Preferred Qualifications

• Experience supporting solutions from companies such as:
  • Vontas IVLU’s
  • Luminator signs
  • Handover signs
  • Transit camera systems
  • Electronic components
  • Automatic Passenger Counter (APC)
• Experience with radio systems, cellular communications, and onboard wireless infrastructure.
• Familiarity with operational technology monitoring tools.
• Experience with Windows-based systems, device imaging, and remote support tools.
• Industry certifications related to networking, electronics, or operational technology support preferred.

Knowledge, Skills & Abilities

• Advanced troubleshooting and hardware repair skills.
• Strong understanding of operational technology infrastructure in a transit environment.
• Ability to diagnose both hardware and software-related operational issues.
• Ability to read technical schematics, wiring diagrams, and system documentation.
• Excellent analytical, organizational, and communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced operational environment.
• Ability to provide technical support to both technical and non-technical personnel.

Working Conditions

• Frequent work inside maintenance garages, transit facilities, and onboard transit vehicles.
• Ability to lift and install operational technology equipment and hardware components.
• Requires after-hours, weekend, and emergency support during outages or deployments.
• Exposure to vehicle maintenance and operational environments.

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.