Information Desk Technician

Who We Are We're powering a cleaner, brighter future. Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient. We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive. In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career. Are you in? Primary Purpose Acknowledge changes and system events on the Exelon distribution system that causes interruption of service to customers. Disseminate this information in the form of alphanumeric paging, databases and Intranet and Internet web sites. The Operations Control Center notifications are made to various departments and government agencies to meet regulatory, business unit and corporate requirements. Perform companywide callouts on the backshift using ARCOS. Provide assistance to dispatchers and shift managers in the daily operation of the distribution system. Note: Position may be required to work extended hours, including 24x7 coverage for storms or other energy delivery emergencies. Primary Duties • Notification of system events: SRP, Load Shed, lockouts, last contingency, extended outages, operating incidents and substation equipment problems. Provide updates on status of events through paging, web site updates and researching and communicating this information. Outage notifications are made to the City of Chicago, the Chicago Department of Environment, outside municipalities, the ICC and IEMA. Additional and specific types of notification: Notification of storms and system emergencies, injuries to employees and the public and hazardous spills. Notification of immediate response events, ECCO trailer deployment, SRM team deployment, weather warnings, and the Operations Control Center's PowerTools or server problems. • Information inquiries: Answer information requests from internal departments and external agencies concerning system status such as estimated restore time, crews on site, outage cause, nature of problem, nature of repairs and vicinity of problem Answer inquiries from Municipalities regarding fire and police emergencies and estimated times of arrival. • Provide documentation of system events and status through the use of the following databases and web pages: OCS, SRP, FLOS, eOutage, OMS/SCADA, OFS, CIMS and Load Shed. Initiate PassPort work orders and work requests for repair of cable faults and other emergency or damage cases. • Generate and Analyze reports for OCC Director, Shift Managers and Information Desk Supervisors regarding monthly performance metrics, storm data and daily and weekly ETR values and goals. • Deploy & Track Generators on the ComEd distribution system as well as organizing security coverage and the fueling schedule of the equipment. • Perform companywide callouts on the backshift using ARCOS. • Assist dispatchers with computer and application problems. Trouble shoot problems with computers, computer applications, fax machines, copy machines, phones and radios in the Operations Control Center. If unsuccessful, call-in repair order through the proper reporting channels. Job Scope • Daily activity includes assembling and disseminating information on interruption and restoration activities on the ComEd distribution system via OMS/SCADA, CIMS, PassPort, text paging, databases and the intranet and internet web sites. These notifications are made to various agencies to meet regulatory, corporate and municipal requirements. • Position requires the ability to analyze issues calmly and provide direction without emotion. Must be able to express ideas clearly and concisely in verbal and written format. Must be able to multi-task. Must be willing to work extended hours on a daily basis, and especially long hours during storm or other service delivery problems. Must be available for call outs for SRP, Load Shed and heat related problems. • Level of independent action is high. Work is technical and very diverse and somewhat complex in nature. Work involves the understanding and application of company procedures and guidelines. • This is a non-exempt individual contributor position. • This position develops individuals for promotion to the DSD1 position within 2-3 years. Minimum Qualifications • High school diploma • General knowledge of the electrical distribution system. • Demonstrated skills in establishing objectives and achieving results. • Strong organizational skills and the ability to handle multiple assignments simultaneously. • Ability to multi-task while providing accurate and timely information. • Excellent communication, technical, analytical, and interpersonal skills. • Must be available to work rotating shifts and respond to emergency situations (7 days per week / 24 hours per day). • Must be willing to work extended hours during storms or other energy delivery emergencies. Preferred Qualifications • Associate's degree in a technical field. • 2 - 4 or more years in a relevant technical field or equivalent relevant experience. Examples of technical fields include Engineering, Information Technology, Electronics, Chemistry, Mathematics, Physics, etc. • Shift Work including Days, nights, weekends and holidays. • Communications & Customer Service • Strong computer skills including Microsoft Office Suite, PassPort, OMS/SCADA, CIMS, and ARCOS • General knowledge of the electrical distribution system. Benefits • Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $60,800.00/Yr. – $83,600.00/Yr. • Annual Bonus for eligible positions: 7% • 401(k) match and annual company contribution • Medical, dental and vision insurance • Life and disability insurance • Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave • Employee Assistance Program and resources for mental and emotional support • Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement • Referral bonus program • And much more Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.