Tech Support Spec I
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, no invented or summarizing away detail. Must remove boilerplate like EEO, legal, navigation, cookie, application instructions, duplicated lines. Must not include sections with filler like "commensurate with experience" etc. Pay and Schedule only if posting actually states them. The posting includes Salary Range: $22.26 - $27.83 per hour (Est. $46,309 - $57,888 annually) - commensurate with experience. That's pay info. It says "commensurate with experience" which is filler? The instruction: never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. So we have actual numbers, but also "commensurate with experience". The phrase is filler but we have actual range. Should we include Pay section with the range? Probably yes, as we have concrete numbers. The instruction says never emit a heading followed by filler/placeholder text. If we include Pay section, we must ensure content is not just filler. We'll include the salary range. Also Schedule: posting mentions Hybrid work schedule, also mentions on-call rotations, flexible schedule, 24/7/365, etc. So we have schedule info: Hybrid work schedule, on-call rotations, flexible schedule. So we can include Schedule section.
Benefits: posting lists many benefits: competitive compensation, low-cost medical dental vision, paid life insurance, hybrid retirement program, generous paid vacation, holidays, sick time, paid parental leave, educational assistance program, wellness incentives, free access to on-site fitness facilities, access to family-oriented recreational areas, paid conference and training opportunities. So we have benefits.
Now we need sections: About the role (maybe from first paragraph), Responsibilities (list of duties), Requirements (maybe education/experience), Qualifications (maybe similar), Skills (technical requirements), Benefits, Pay, Schedule.
We must not repeat job title. Must not include duplicated lines. Must preserve all substantive info. Must not invent or summarize away detail. So we need to keep details as close as possible but can format into lists.
We need to decide what goes where. The posting includes:
- Intro: OUC - The Reliable One, seeking Technical Support Specialist I to join Technology division. At OUC, we don’t just work – we’re building a bright future... 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.
That could be About the role.
Then responsibilities: list of duties: support day-to-day IT operations by diagnosing and resolving hardware and software issues, managing support tickets, monitoring operational jobs using Control-M. Ensure business-critical processes such as billing, meter data integration, vendor payments are completed accurately, on time, and in accordance with service level expectations. Participate in on-call rotations after initial training, provide cross-functional coverage as needed, assist with testing and implementing new systems and process improvements. Communicate clearly and confidently, articulate technical issues concisely to internal and external customers, thrive in team-oriented environment. Team player willing to ask questions, learn quickly, contribute solutions, while supporting a highly experienced and collaborative team.
Then later there is a "Job Purpose" and "Primary Functions" with many bullet-like sentences. Those are responsibilities as well.
We need to combine responsibilities without duplication. Must preserve all substantive info; we can combine but not lose detail. Might be lengthy but okay.
Requirements: Education/Certification/Years Of Experience Requirements: 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.
Also later: Education/Certification/Years Of Experience Requirements repeated.
Qualifications: maybe same as requirements? Could combine.
Skills: Technical Requirements: Working knowledge of Mathematics; Computer Equipment; Information Processing; Technology Hardware/Software; Software logs; Technical documentation; Shift turnover; Operational manual; Familiarity with 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.).
Also there is "Ability to make arithmetic computations..." etc.
We need to output HTML fragment only.
We'll produce sections:
About the role
...
Responsibilities
- ... each duty as separate li.
Requirements
- ...
Qualifications
... maybe combine with requirements? But we need to avoid duplication. Could put qualifications as same as requirements? Might be redundant. Perhaps we can skip Qualifications if content same as Requirements. But instruction: prefer a few substantive sections over many thin ones. So we could combine Requirements and Qualifications into one section called Requirements (or Qualifications). But we need to follow headings list: we can include only those with real content. We could have Requirements covering education/experience, and Skills covering technical abilities. Qualifications maybe not needed. But we have also "Ideal candidate will have:" list earlier: 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. That's same as requirements. Thus we can have Requirements section covering that. Skills section covering technical requirements. Benefits section. Pay section. Schedule section. Now we need to ensure we don't include boilerplate like EEO, legal, navigation, application instructions, duplicated lines. Also remove "Click here to learn more about what we do." and "Click here to view our Benefits Summary." and "Please see below a complete Job description for this position." and "Job Purpose" heading maybe we can incorporate but not as heading. We must preserve all substantive info: so we need to include all duties listed under Job Purpose and Primary Functions. Let's extract them. 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 (list): - 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. Also earlier responsibilities: support day-to-day IT operations by diagnosing and resolving hardware and software issues, managing support tickets, monitoring operational jobs using Control-M. Ensure business-critical processes such as billing, meter data integration, vendor payments are completed accurately, on time, and in accordance with service level expectations. Participate in on-call rotations after initial training, provide cross-functional coverage as needed, assist with testing and implementing new systems and process improvements. Communicate clearly and confidently, articulate technical issues concisely to internal and external customers, thrive in team-oriented environment. Team player willing to ask questions, learn quickly, contribute solutions, while supporting a highly experienced and collaborative team. We need to combine and avoid duplication. Many items overlap. We'll create a comprehensive list merging similar items. Let's draft responsibilities list: - 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. - Ensure that all data processes (billing, meter data integration, vendor payments, other business‑critical applications) are completed accurately, on time, and within service‑level expectations. - Monitor enterprise‑level health (network, servers, security threats, batch schedules) and research related issues. - Manage, review, and work incoming tickets in BMC FootPrints; redirect unresolved tickets to appropriate resources. - Review and respond to emails from the IT support mailbox; create tickets in BMC FootPrints. - Log all Help Desk interactions in BMC FootPrints. - Update and repair software/applications as required for customers. - Override approvals in BMC FootPrints and make administrative changes to customer and agent profiles. - Document new or changed procedures; share with team and upload to ShareIT. - Rotate on‑call duties weekly; maintain 24/7 availability to respond to customer problems. - Work with managers and business analysts on special projects or pending TOS procedure changes. - Collaborate with other IT application teams on triage support and transition documentation. - Research and solve difficult problems; stay current with IT support policies and procedures. - Assist other TOS specialists with applications and software as needed. - Attend and participate in daily IT support calls. - Coordinate, monitor, and verify production batch jobs on local and enterprise schedulers. - Analyze FTP logs; troubles