Description:
Support Center Operator
Location: Birmingham, Alabama

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.

Education& Experience Requirements
Formal education in Computer Science or related IT field or equivalent experience is required.

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
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
Enhanced screening (including background, drug screen, and 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
GDH provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, sex, national origin, age, disability, genetic
information, veteran's status or any other category protected by law. In addition to federal law
requirements, GDH Consulting, Inc. complies with applicable state and local laws governing
nondiscrimination in employment in every location in which the company has facilities and/or
employees. This policy applies to all terms and conditions of employment, including recruiting,
hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,
compensation, benefits and training. Applicants with disabilities that require an accommodation
or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit GDH's website for notice of collection for California applicants.