Technical Support Specialist 3

The Technical Support Specialist 3 (Energy Management Systems) role is a contract position within a 24x7x365 team supporting frontline computer systems and application diagnostics. The position in Birmingham, AL (onsite) also functions as the primary communication link between customers, support personnel, and management.

Onsite Location and Employment Type

• Location: Birmingham, AL (onsite)
• Job type: contract
• Schedule: shift work; rotating night and day shifts, including holidays and weekends

Position Overview

This role supports a contracted 24x7x365 staffing model by providing monitoring, diagnostics, and support for computer systems and applications. The specialist also serves as the primary communications channel between the customer, support personnel, and management, helping ensure timely incident handling and coordination.

Responsibilities

• Perform day to day monitoring of the primary SCADA and ancillary systems for health and availability
• Provide front line problem resolution and coordinate repairs with EMS Department Personnel and/or other company personnel
• Notify key customers to coordinate system outages and events that may impact other critical systems
• Provide input to the 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
• Monitor and support Business Continuity and Disaster Recovery systems on a day to day basis
• Act as a single point of contact for inbound IT incidents managed through a call center workflow
• Log incidents into a ticketing system, resolve at Level 1, or escalate until resolution is complete
• Field inbound contacts via phone, email, and web form and troubleshoot for remote resolution

Required Experience and Education

• Experience: 5-10 years’ experience (minimum listed: 5 years)
• Education: formal education in Computer Science or related IT field, or equivalent experience is required

Skills, Compliance, and Operational Requirements

• Preference for prior helpdesk experience in an IT capacity
• Excellent interpersonal skills with effective communication in both oral and written formats
• Ability to work with coordinators, operating company transmission control center personnel, and management in a team-oriented environment that can be stressful
• Ability to apply strong customer service skills
• Ability to meet Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal regulatory compliance requirements
• Ability to multitask and prioritize based on criticality and operational impact to the Bulk Power system
• Ability to follow and properly apply 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
• Critical thinking and problem-solving abilities
• Federal Energy Regulatory Commission Standards of Conduct must be understood and signed
• Must adhere to the Company’s Separation Protocol
• Must pass requirements required by the Company’s Insider Threat Program
• Enhanced screening (background, drug screen, etc.) is required if selected
• Shift details: operating shifts are 8 or 12 hours long and rotate between night and day shifts, including holidays and weekends
• NERC/CIP access: Yes (as indicated for this position)

Technology Exposure

• Windows based operating systems
• AIX
• UNIX based operating systems
• Distributed computer networks
• SCADA
• Ticketing system
• Phone
• Email
• Web form

Benefits

• Medical, dental, vision, and life insurance options
• Short-term disability
• 401(k)
• Weekly pay
• And more

Additional Job Conditions

• This position may be sequestered local to the control center as part of essential personnel requirements during severe inclement weather situations
• May require some bending, lifting, climbing, prolonged sitting, prolonged walking, walking on gravel, or crawling when necessary