Technical Support Specialist 1 - System One : Job Details

Job Title:Technical Support Specialist (Energy Management Systems)Location:Birmingham, AlabamaSummary of Position DutiesThis role is part of a contracted 24/7/365 team that provides frontline support for computer systems and application diagnostics. The specialist will serve as the primary communication link between customers, support personnel, and management.Education & Experience Requirements Formal education in Computer Science or a related IT field, or equivalent experience is required. Knowledge, Skills & Abilities Excellent interpersonal skills with effective oral and written communication. Strong customer service skills. Understanding of 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. Familiarity with Change Management processes and knowledge-based procedures. Preferred:Working knowledge of Windows and AIX or other UNIX-based operating systems. Preferred:Working knowledge of distributed computer networks. Ability to build and maintain relationships with key customers. Willingness to work nights, weekends, and holidays as part of a rotating shift. Strong critical thinking and problem-solving skills. Job Responsibilities Monitor primary SCADA and ancillary systems for health and availability on a day-to-day basis. Resolve frontline problems and coordinate repairs with EMS Department personnel and other staff. Notify key customers regarding system outages and events that may impact other critical systems. Provide input to the Team Lead and Supervisor for continual process improvement and customer feedback. Thoroughly track and document cases to completion with the support of EMS Department personnel. Adhere to all electronic and physical access policies. Support Business Continuity and Disaster Recovery systems on a daily basis. Other Requirements Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct. Adherence to Separation Protocol is required. Must pass all requirements of the client's Insider Threat Program. Enhanced screening (including background check, drug screen, and psychological assessment) is required for selected candidates. May be required to be sequestered locally to the control center during severe weather situations. This position requires shift work, with operating shifts of 8 or 12 hours rotating between night and day shifts.