Technical Support Specialist

Job Description:

• This position is part of a contracted 24x7x365 staff that provides frontline computer systems and application diagnostics and support, along with being the primary communications channel between the customer, support personnel and management.
• Work schedule: Initial training is M-F 7a-4p. After training, it will be a rotating shift alternating between 6 weeks days and 6 weeks nights, including weekend work on both. (At the manager's discretion)

Education & Experience Requirements:

• Formal education in Computer Science or related IT field or equivalent experience is required.

Knowledge, Skills & Abilities:

• Requires excellent interpersonal skills and the ability to communicate effectively in both an oral and written manner.
• The successful candidate will be expected to work with other professionals such as coordinators, operating company transmission control center personnel and management in a team-oriented and sometimes stressful environment.
• Ability to apply excellent customer service skills.
• Ability to meet Critical Infrastructure Protection (CIP), Sarbanes-Oxley and other federal regulatory compliance requirements.
• Ability to multitask and prioritize tasks based on criticality and operational impact to the Bulk Power system.
• Ability to follow and properly apply both Change Management processes and knowledge-based procedures.
• Working knowledge of Windows based operating systems preferred.
• Working knowledge of AIX or other UNIX based operating systems preferred.
• Working knowledge of distributed computer networks is a plus.
• Ability to build and maintain relationships with key customers.
• Ability to work nights, weekends, and holidays as a part of rotating shift.
• Critical thinking/Problem solving abilities.

Job Responsibilities:

• Day to day monitoring of the primary SCADA and ancillary systems for health and availability.
• Front line problem resolution and coordination of repairs with EMS Department Personnel and/or other company personnel.
• Notification to key customers for the coordination of system outages and events that may impact other critical systems.
• Provide input to the Team Lead and Supervisor on continual process improvement and customer feedback.
• Thoroughly track and document cases to completion with the help of EMS Department personnel.
• Adhere to all Electronic and Physical access policies.
• Day to day monitoring and support of Business Continuity and Disaster Recovery systems.

Other Requirements:

• Federal Energy Regulatory Commission Standard of Conduct must be understood and signed.
• The successful candidate must adhere to Separation Protocol.
• The successful candidate must pass all requirements required by the Client Insider Threat Program.
• Enhanced screening (including background, drug screen, and psychological assessment) is required if you are selected.
• This position may be sequestered local to the control center as part of essential personnel requirements during severe inclement weather situations.
• This position requires shift work.
• Operating shifts are 8 or 12 hours long and rotate between night and day shifts.

Desired Qualifications:

• 3-5 Years Provide a single point of contact call center that manages inbound IT incidents, logs each of them into a ticketing system, and either resolves them at Level 1 or escalates the incident until resolution is complete.
• Field inbound contacts via phone, email, web form, that one can troubleshoot and resolve remotely.
• Preference for previous helpdesk experience in an IT capacity.
• Summary of Position Duties This position is part of a contracted 24x7x365 staff that provides frontline computer systems and application diagnostics and support, along with being the primary communications channel between the customer, support personnel and management.
• Education & Experience Requirements Formal education in Computer Science or related IT field or equivalent experience is required.
• Knowledge, Skills & Abilities.
• Requires excellent interpersonal skills and the ability to communicate effectively in both an oral and written manner.
• The successful candidate will be expected to work with other professionals such as coordinators, operating company transmission control center personnel and management in a team-oriented and sometimes stressful environment.
• Ability to apply excellent customer service skills.
• Ability to meet Critical Infrastructure Protection (CIP), Sarbanes-Oxley and other federal regulatory compliance requirements.
• Ability to multitask and prioritize tasks based on criticality and operational impact to the Bulk Power system.
• Ability to follow and properly apply both Change Management processes and knowledge-based procedures.
• Working knowledge of Windows based operating systems preferred.
• Working knowledge of AIX or other UNIX based operating systems preferred.
• Working knowledge of distributed computer networks is a plus.
• Ability to build and maintain relationships with key customers.
• Ability to work nights, weekends, and holidays as a part of rotating shift.
• Critical thinking/Problem solving abilities Job Responsibilities.
• Day to day monitoring of the primary SCADA and ancillary systems for health and availability.
• Front line problem resolution and coordination of repairs with EMS Department Personnel and/or other company personnel.
• Notification to key customers for the coordination of system outages and events that may impact other critical systems.
• Provide input to the Team Lead and Supervisor on continual process improvement and customer feedback.
• Thoroughly track and document cases to completion with the help of EMS Department personnel.
• Adhere to all Electronic and Physical access policies.
• Day to day monitoring and support of Business Continuity and Disaster Recovery systems Other Requirement.
• Federal Energy Regulatory Commission Standard of Conduct must be understood and signed.
• The successful candidate must adhere to Separation Protocol.
• The successful candidate must pass all requirements required by the Client Insider Threat Program.
• Enhanced screening (including background, drug screen, and psychological assessment) is required if you are selected.
• This position may be sequestered local to the control center as part of essential personnel requirements during severe inclement weather situations.
• This position requires shift work.
• Operating shifts are 8 or 12 hours long and rotate between night and day shifts.