Tech Support Spec I

The Orlando Utilities Commission is seeking a Technical Support Specialist I to provide operational and helpdesk support for OUC IT systems and enterprise applications. In this hybrid role in Orlando, FL, you will help diagnose and resolve hardware and software issues while also supporting time-sensitive data processes that keep business-critical workflows running.

What you’ll be doing

• Provide technical and functional assistance in person, by phone, or electronically.
• Diagnose and resolve technical issues involving hardware and software.
• Research questions using available information resources to support faster problem resolution.
• Help ensure data processes complete on time to support billing, meter data integration, vendor payments, and other OUC business-critical applications.
• Research enterprise monitoring topics including network health, server health, security threats, and batch schedules.
• Troubleshoot and resolve technical problems and advise customers on appropriate next steps via phone, email, and/or walk-ins.
• Manage, review, and work incoming tickets in BMC FootPrints, including redirecting issues to the appropriate resource when the Help Desk cannot resolve them.
• Review incoming emails from the IT support mailbox and create tickets in BMC FootPrints.
• Log all Help Desk interactions in the BMC FootPrints ticketing system.
• Update and repair software and applications as required for customers.
• Override approvals within BMC FootPrints as needed and make administrative changes to customer and agent profiles.
• Document steps for new procedures or procedure changes, share with the team, and upload updates to the ShareIT site.
• Rotate weekly on-call responsibilities, with 24-hour, 7-day availability to respond to customer issues.
• Coordinate with the Manager and Business Analysts within IT on special projects and pending changes to TOS procedures.
• Work with other IT application teams to support triage transition documentation.
• Stay current on IT Support policies and procedures.
• Assist other TOS Specialists with applications and software when needed.
• Attend and participate in the daily IT Support call.
• Coordinate, monitor, and verify production batch jobs using local and enterprise schedulers.
• Analyze File Transfer Protocol (FTP) logs, troubleshoot issues, and cancel/rerun/restart batch jobs and failed data processes.
• Ensure the 24-hour job run schedule is completed within Service Level Agreements (SLA) timeframes.
• Support testing of new hardware, software, and business processes in test/development/UAT environments prior to production installs, and monitor testing turnover.
• Open OUC FootPrints incident tickets and work service requests.
• Contact internal customers and external vendors to verify and complete business processes.
• Support network and storage configuration, data center operations, and infrastructure hardware/software, including Microsoft server platforms and System Center.
• Maintain accurate technical documentation and event turnover, and communicate threats, issues, and missed SLA levels through incident management and call-out protocols.
• Perform other duties as assigned.

Minimum qualifications

• High School Diploma or GED (required); some college or technical certifications are a plus.
• Minimum 1 year of experience in a call center or customer service environment providing technical support.
• At least 1 year of experience with data processing, IT support, or helpdesk operations.
• Working knowledge of math; computer equipment; information processing; technology hardware/software; software logs; technical documentation; shift turnover; and operational manuals.
• Familiarity with software applications including PSERM, CC&B, AutoCAD, and FootPrints Service Core, as well as Unix/Linux and Windows 10/11.
• Experience/comfort with Control-M, FTP protocols, and communicating with customers to process transactions or resolve problems.
• Ability to use Microsoft Office Suite (Word, Excel, Outlook) and standard office equipment.

Tools and technologies you may use

• Control-M, BMC FootPrints, ShareIT
• Unix/Linux and Windows 10/11
• FTP protocols
• PSERM, CC&B, AutoCAD, and FootPrints Service Core
• Microsoft Office Suite (Word, Excel, Outlook)
• System Center and Microsoft server platforms

Compensation and location

This position is based in Orlando, FL with a hybrid work schedule. Pay is USD 22–27 per hour.

Benefits

• Competitive compensation
• Low-cost medical, dental, and vision benefits
• Paid life insurance premiums with no probationary period
• OUC’s Hybrid Retirement Program: fully-funded cash balance account, defined contribution with employer matching, and a health reimbursement account
• Generous paid vacation, holidays, and sick time
• Paid parental leave
• Educational Assistance Program, including tuition reimbursement, paid professional memberships, and paid conference and training opportunities
• Wellness incentives and free access to all on-site OUC fitness facilities
• Access to family-oriented recreational areas
• Paid conference and training opportunities
• Hybrid work schedule

Working conditions

• Office work environment
• Requires the ability to work a flexible and changing schedule
• Team operates 24/7/365, including weekends and holidays, so schedules vary and on-call coverage is required
• Job is described as absent of disagreeable working conditions

Physical requirements

• Very frequent speaking/hearing, reading/writing/typing, and computer use
• Frequent standing, walking, sitting, and bending
• Occasional climbing, kneeling, and reaching overhead

Additional job purpose items included in the posting

• Respond to requests for technical and functional assistance in person, via phone, or electronically.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Ensure timely completion of data processes supporting billing, meter data integration, vendor payments, and other OUC business-critical applications.
• Research enterprise monitoring issues such as network health, server health, security threats, and batch schedules.