Orlando Utilities Commission (OUC - The Reliable One) · 22 hours ago
Technical Support Specialist I
Orlando, FL
Full-time
Hybrid
Entry Level
$22.26/hr - $27.83/hr
1+ years expOrlando Utilities Commission is seeking a Technical Support Specialist I to join their Technology division. The role involves providing operational and helpdesk support for IT systems and enterprise applications, ensuring business-critical processes are completed accurately and on time.
GovernmentWater
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
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
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
Qualification
Required
High School Diploma or GED (required)
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
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
Preferred
Some college or technical certifications are a plus
Familiarity with Control-M or similar job scheduling software; BMC FootPrints and FTP protocols are a plus but not required
Benefits
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
Company
Orlando Utilities Commission (OUC - The Reliable One)
The Orlando Utilities Commission (OUC - The Reliable One) is a municipally-owned public utility providing electric and water services to the citizens of Orlando, Florida, St.
1001-5000 employees
H1B Sponsorship
Orlando Utilities Commission (OUC - The Reliable One) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
LaTisha J Thompson
Chief Employee Experience Officer
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