Tech Support Spec I

Orlando Utilities Commission (OUC)•Orlando, FL

3d•$46,309 - $57,888•Hybrid

About The Position

OUC - The Reliable One, is presently seeking a Technical Support Specialist I to join the Technology division. At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations. We are looking for a confident, customer-focused, and technically curious professional to provide operational and helpdesk support for OUC’s IT systems and enterprise applications. This role is fast-paced and collaborative and requires a candidate who is eager to learn, solution-oriented, and takes ownership of their work. In this role, you will support day-to-day IT operations by diagnosing and resolving hardware and software issues, managing support tickets, and monitoring operational jobs using Control-M. You will ensure business-critical processes, such as billing, meter data integration, and vendor payments, are completed accurately, on time, and in accordance with service level expectations. You will also participate in on-call rotations after initial training, provide cross-functional coverage as needed, and assist with testing and implementing new systems and process improvements. The ideal candidate is comfortable communicating clearly and confidently, can articulate technical issues concisely to internal and external customers, and thrives in a team-oriented environment. You should be a team player willing to ask questions, learn quickly, and contribute solutions, while supporting a highly experienced and collaborative team. OUC is an industry leader and the second largest municipal utility in Florida committed to innovation, sustainability, and our community, OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions. Join a team of visionary Change Agents, Strategists, and Community Ambassadors who understand the vital role of diverse experiences in powering creativity and industry transformation. At OUC, each position contributes to the success and achievement of our goals.

Requirements

High School Diploma or GED (required).
One (1) year experience working in a call center environment or Customer Service or related industry providing technical support (required).
Minimum of one (1) year of experience in data processing i.e. working with computer software/hardware/helpdesk support or similar (required).
Working knowledge of all, but not limited to the following: Mathematics; Computer Equipment; Information Processing; Technology Hardware/Software; Software logs; Technical documentation; Shift turnover; Operational manual.
Familiarity with all, but not limited to the following: Software Applications (i.e. PSERM, CC&B, AutoCAD, FootPrints Service Core); Unix/Linux Windows 10/11; Control-M; FTP Protocols.
Communicate with customers with the objective to process transactions or resolve problems.
Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws.
Ability to make arithmetic computations using whole numbers, fractions and decimals, and compute rates, ratios, and percentages.
Ability to use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).
Applicants must be legally authorized to work in the United States at the time of application. This organization does not offer or sponsor employment visas for internship or full-time positions.

Nice To Haves

Some college or technical certifications are a plus.

Responsibilities

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 that all data processes are completed in a timely manner to support billing, meter data integration, vendor payments, and other OUC business critical applications.
Research issues related to Enterprise level monitoring such as health of the network, servers, security threats and batch schedules.
Diagnose, troubleshoot and resolve technical problems and advise customer on appropriate action via phone, email, and/or walk-ins.
Manage, review, and work incoming tickets within BMC FootPrints and redirect problems to appropriate resource if they cannot be resolved by the Help Desk.
Review and respond to incoming emails from the IT support mailbox, and create tickets accordingly in BMC FootPrints.
Log all Help Desk interactions in BMC FootPrints ticketing system.
Update and repair software and/or applications as required for customers.
Override approvals within BMC FootPrints as required and make administrative changes to customer and agent profiles as required.
Document steps for new procedures or changes in procedures and share with team, as well as upload to ShareIT site.
Rotate on-call duties weekly amongst team members. This requires 24 hour, 7 days a week, availability to respond to customer problems.
Work with Manager and Business Analysts within IT as necessary on special projects or pending changes to TOS procedures.
Work with other IT Application teams on triage support transition documentation.
Research and seek solutions to more difficult problems of issues that arise.
Remain abreast of IT Support policies and procedures.
Assist other TOS Specialists with applications and software when needed.
Attend and participate in daily IT Support call.
Coordinate, monitor, and verify production batch jobs on local and enterprise schedulers.
Analyze File Transfer Protocol (FTP) logs, troubleshoot problems and cancel/rerun/restart batch jobs and failed data processes.
Ensure that the 24 hour job run schedule is completed within the Service Level Agreements (SLA) timeframe.
Assist with testing of new hardware, software and business processes in test/development/User Acceptance Testing (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 (i.e. Microsoft server platforms, System Center, etc.).
Maintain accurate, technical documentation and event turnover for management and IT partners; communicate threats, issues and missed SLA levels through incident management and call-out protocols.
Perform other duties as assigned.

Benefits

Competitive compensation
Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period.
OUC’s Hybrid Retirement Program includes a fully-funded cash balance account, defined contribution with employer matching along with a health reimbursement account
Generous paid vacation, holidays, and sick time
Paid parental leave
Educational Assistance Program, to include tuition reimbursement, paid memberships in professional associations, 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