Job Description
** Johnson Service Group (JSG) is a nationally recognized professional staffing and recruiting firm that is looking for an experienced Technical Support Specialist 3 to fill a three- year assignment in the Birmingham, AL area.

This position may require some bending, lifting, climbing, prolonged sitting, prolonged walking, walking on gravel or crawling when necessary.

Job Title: Technical Support Specialist 3

Work Location: Birmingham, Alabama

Requirements:

Please send me your resume to lmccarron@jsginc.com
Rates: $30.00 - $34.00 per hour.
Per diem is available if you qualify

This position will be In-Person

Work schedule:
Initial training is Monday - Friday 7am - 4pm.
After training, it will be a rotating shift alternating between 6 weeks days and 6 weeks nights, including weekend work on both. (At the manager's discretion)

Education & Experience:
Formal education in Computer Science or related IT field or equivalent experience is required.
5-10 Years Experience
Preference for previous helpdesk experience in an IT capacity.

Summary of Position Duties:
This position is part of a contracted 24x7x365 staff that provides frontline computer systems and application diagnostics and support, along with being the primary communications channel between the customer, support personnel and management.

Knowledge, Skills & Abilities:
Requires excellent interpersonal skills and the ability to communicate effectively in both an oral and written manner.
The successful candidate will be expected to work with other professionals such as coordinators, operating company transmission control center personnel and management in a team-oriented and sometimes stressful environment.
Ability to apply excellent customer service skills
Ability to meet Critical Infrastructure Protection (CIP), Sarbanes-Oxley and other federal regulatory compliance requirements.
Ability to multitask and prioritize tasks based on criticality and operational impact to the Bulk Power system.
Ability to follow and properly apply both Change Management processes and knowledge-based procedures
Working knowledge of Windows based operating systems preferred
Working knowledge of AIX or other UNIX based operating systems preferred
Working knowledge of distributed computer networks is a plus
Ability to build and maintain relationships with key customers
Ability to work nights, weekends, and holidays as a part of rotating shift
Critical thinking/Problem solving abilities

Job Responsibilities:

Provide a single point of contact call center that manages inbound IT incidents, logs each of them into a ticketing system, and either resolves them at Level 1 or escalates the incident until resolution is complete.
Field inbound contacts via phone, email, web form, that one can troubleshoot and resolve remotely.
Day to day monitoring of the primary SCADA and ancillary systems for health and availability
Front line problem resolution and coordination of repairs with EMS Department Personnel and/or other company personnel
Notification to key customers for the coordination of system outages and events that may impact other critical systems
Provide input to the Team Lead and Supervisor on continual process improvement and customer feedback
Thoroughly track and document cases to completion with the help of EMS Department personnel
Adhere to all Electronic and Physical access policies
Day to day monitoring and support of Business Continuity and Disaster Recovery systems

Other Requirements:
Federal Energy Regulatory Commission Standard of Conduct must be understood and signed
The successful candidate must adhere to Separation Protocol
The successful candidate must pass all requirements required by the Company Insider Threat Program.
psychological assessment) is required if you are selected.
This position may be sequestered local to the control center as part of essential personnel requirements during severe inclement weather situations
This position requires shift work. Operating shifts are 8 or 12 hours long and rotate between night and day shifts.

Is this position supporting a government-related project? No

Does this position require driving (excluding commute)? No

Does this position require personal protective equipment (PPE)? No

Estimated Start Date: 11/03/2025

Estimated Duration of Job Assignment: 11/03/2028

JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. #D650