Technical Support Specialist I

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. Click here to learn more about what we do.

The ideal candidate will have:

• High School Diploma or GED (required); some college or technical certifications are a plus.
• Minimum of 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.
• Familiarity with Control-M or similar job scheduling software; BMC FootPrints and FTP protocols are a plus but not required.
• Strong proficiency in Microsoft Office Suite (Teams, Word, Excel, Outlook, etc.) and general computer hardware/software troubleshooting.
• Excellent communication skills, with the ability to articulate technical issues clearly and concisely to diverse audiences.
• A collaborative, team-oriented mindset and the confidence to ask questions and take ownership of their work.
• Flexible and adaptable, able to participate in on-call rotations including overnight and weekend coverage after initial training.

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

• 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

Click here to view our Benefits Summary.

Salary Range: $ 22.26 - $ 27.83 per hour (Est. $46,309 - $57,888 annually) - commensurate with experience

Location: "The Greenest Building in Downtown"- Reliable Plaza, 100 W. Anderson Street, Orlando, FL 32801

Please see below a complete Job description for this position.

Job Purpose
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. Also responsible for ensuring 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.

• Primary Functions
  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.

Technical Requirements

• 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.).

Education/Certification/Years of Experience 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 Conditions
This job is absent of disagreeable working conditions. It is performed in an office work environment. This job requires the ability to work a flexible and changing schedule. The team operates 24/7/365, including weekends and holidays and therefore will require working a variety of schedules and remain on-call as scheduled.
Physical Requirements
This job includes very frequent speaking/hearing, reading/writing/typing, and computer use. This job requires frequent standing, walking, sitting, and bending. There may be occasional climbing, kneeling, reaching overhead, etc.

OUC-The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, sex, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.

EOE M/F/Vets/Disabled