Customer Service​/HelpDesk Operator, HelpDesk​/Support

Iteris is seeking a 511 Operator that provides users with key decision-making information, allowing more users to safely navigate incidents and emergencies.

• Monitor Partner Agency Traveler Information Sources and other identified sources/feeds
• Collect and disseminate traveler information, both traffic and transit, ensuring quality (timely, accurate, and consistent) operational performance
• Verify accuracy of traveler information, obtaining supplemental information and making edits as necessary before publishing to 511 dissemination channels within established performance timeframe
• Coordinate with operations partners / stakeholders to obtain updated information on traffic incidents, and monitor systems to ensure updated information is being provided to users
• Coordinate with operations partners/stakeholders to respond to current and future events, including major traffic and transit disruptions, and emergencies
• Coordinate directly with Express Lanes (EL) operations staff to obtain and report, via 511 dissemination channels, events that impact EL operations, such as power outages, accidents, and system failures
• Conduct notifications per escalation procedures in the event of High Profile incidents
• Perform periodic system checks of the 511 website, 511 phone, and other dissemination channels
• Perform periodic checks of 511 Driving Times and compare to Caltrans Changeable Message Sign (CMS) driving times
• Perform periodic checks of 511 Transit Departure Times for Bay Area Transit Agencies to ensure departure times are functional during transit service hours
• Document system deficiencies, failures and anomalies and make notifications in accordance with SOP
• Support emergency operations, including after-hours support of High Profile incidents
• Maintain skills proficiency in MTC 511 operations
• Maintain skills proficiency in Express Lanes operations adequately to support augmentation needs
• Participate in training needed for existing and new systems as they come online

• High School Diploma or GED
• Computer proficiency; skilled in standard software applications such as Microsoft Office (Word, Excel, Power Point, Access, Outlook)
• Clear and proper oral and written communication
• Experience supervising others in high-stress work environments
• Ability and willingness to work rotating shifts
• Ability and willingness to work as designated Essential Personnel
• Ability and willingness to support as augmented staff to the Express Lanes Operations Center

#LI-ONSITE

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Iteris anticipates paying a rate of $29.97.