Technical Support Specialist

Shift Work: Yes (rotating 8- or 12-hour shifts, including nights, weekends, and holidays)

The Technical Support Specialist I will be part of a contracted 24x7x365 team providing frontline computer systems and application diagnostics and support for Energy Management Systems (EMS). This role serves as the primary communication channel between customers, support personnel, and management, ensuring system health and operational continuity for critical infrastructure.

• Monitor primary SCADA and ancillary systems for health and availability.
• Provide frontline problem resolution and coordinate repairs with EMS Department and other company personnel.
• Notify key customers regarding system outages and events impacting critical systems.
• Track and document cases thoroughly to completion with EMS team support.
• Adhere to Electronic and Physical access policies and compliance requirements.
• Support Business Continuity and Disaster Recovery systems.
• Provide input on process improvements and customer feedback.

• Formal education in Computer Science or related IT field, or equivalent experience required.
• Experience in IT systems support and troubleshooting preferred.

• Excellent interpersonal and communication skills (oral and written).
• Ability to work effectively in a team-oriented and sometimes stressful environment.
• Ability to meet Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal compliance requirements.
• Ability to multitask and prioritize based on operational impact to the Bulk Power System.
• Familiarity with Change Management processes and knowledge-based procedures.
• Working knowledge of Windows-based operating systems preferred.
• Knowledge of AIX or other UNIX-based operating systems preferred.
• Understanding of distributed computer networks is a plus.
• Critical thinking and problem-solving abilities.
• Ability to build and maintain relationships with key customers.
• Willingness to work rotating shifts, including nights, weekends, and holidays.

• Must understand and sign Federal Energy Regulatory Commission Standard of Conduct.
• Adherence to Separation Protocol and Insider Threat Program requirements.
• Enhanced screening (background, drug screen, psychological assessment) required.
• May be sequestered near the control center during severe weather as essential personnel.