Operations Support Specialist

POSITION SUMMARY: Responsible for the Customer Service Center, the main communication hub for University Facilities and Services, serving as the central point of contact in regards to service calls, alarms, emergency response, critical and non-critical operations information within a 24 hour facility operation. They work directly with all departments within the University, sets priority calls, troubleshoots, responds based on nature of request, answers telephone, e-mail, and web based service calls. MACHINES AND EQUIPMENT USED: Three/Four (3-4) monitor computer workstations; Building Automation Systems (BAS) to include Siemens (Apogee/Desigo), Continuum (Day), Johnson Controls Inc. (Matasys/JCI), Automated Logic Control (WebCTRL/ALC); Software to include FAMIS maintenance management software, paging system, E-absence, absence report, OTIS e-service, Microsoft Office (Outlook, Microsoft Word, Excel, Internet Explorer), HRMS, SMH and SMD page supervisor web program, UF&S Daily Absence Report, MyPath, Talk Master, CSC Control Center; multi-line telephone (ACD and non-ACD lines), two-way radio, Zello app, cell phone, copier/scanner/printer/fax, microphone. TYPICAL DUTIES: Respond to service calls and requests by answering telephone, e-mail, and web-based (to include social media) service call requests from members of the university community and non-university community. Troubleshoot response to the nature of the request, with special attention to critical situations. Create, assign, and dispatch work orders to appropriate personnel and departments to include mechanics, supervision/management, vendors, Public Safety, ITS, customers, lab representatives, Environmental Health and Safety, Environmental Services, Clinical Engineering or other depending on the level and severity of the request. Determine which service calls should be elevated to emergency status. Determines if work request is billable; obtains and verifies Workday/FRS accounts to ensure accurate billing of services. Assist with resolution of facilities operational problems within defined schedules and service level agreements; advise management of tasks requiring priority attention. Maintain daily logs of facility issues and maintenance activities. Continuously monitors and responds to building automation system alarms. Alarm types include: life safety, critical, field panel failure, water, routine, urgent, normal, out of service, disabled, disconnected, offline, etc. Troubleshoot and respond to alarms within 5-10 minutes. Analyze multiple alarms and compare to shutdown notices or control center shutdowns which provides notification of mechanics working in area. Support University Fire Marshall in coordinating fire alarm testing. Respond to emergencies to include fire alert, fire alert confirmed, amber alert, utility alert, command center activated, code team and code team pediatric. Answer emergency call requests from Public Safety and all other members of the university community. Troubleshoot response; create, assign and dispatch work order(s) accordingly; develop verbiage and send page to appropriate group (RC, MC, CU, MC Flood, Leased Properties, Decontamination, Code Pink, and Declaration of a Disaster). Prepare emergency notification check list. Follow emergency protocols accordingly to include contacting supervisor and manager on call as well as senior leadership, notifying them of the emergency and respond to their recommendations. Response may include: calling in staff, calling in vendor, contacting other University departments, contacting of several mechanics, retain authorization and call in other department's trade mechanics. Response required depends on the level and severity of the emergency. Provide updates to necessary staff, throughout the emergency (paging, text messaging, making additional calls). At the end of the emergency send an all clear page, contact via phone senior leadership and follow up with a summary email. If necessary, call in additional Customer Service Center staff to provide support during an emergency. Manage CSC Control Center (comprehensive management program which houses critical facilities information absences, shutdowns, staff work location, weekend and holiday hours, after hours, on-call, off-site, elevator, fire panel, vehicles list, critical phone numbers, waste/recycling); update on-call personnel and contact information. Manage absence calls for University Facilities and Services, Strong Memorial Hospital Environmental Services, River Campus Dining Services and Planning and Project Management; enter into e-absence system, provide employee with confirmation number. Include Medical Center Facilities Operations and River Campus Environmental Service's approved absences into Daily Absence Report System. Manage intercom calls and customer service calls for Department of Transportation & Parking during overnight hours. Provide phone support for other departments as needed. QUALIFICATIONS: High School diploma or GED equivalent and one year of related work experience. Post-high school education preferred. The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis oAf age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations. NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required. Career Ladder: The bands within this position are differentiated by level of independence, supervision required, and ability to precept new employees and the ability to lead and meet established departmental goals. Band One: Operations Support Specialist I - Specialists new in this role who require training as well as regular direct supervision or guidance from a more senior specialist. New hires are required to complete 80 hours of vigorous training followed by passing new employee exam prior to working alone, to pass emergency scenario exam/test and to participate in NIMS (FEMA) training and certification. Must become knowledgeable and follow approximately 100 departmental procedures/processes. Success in this band requires demonstrated proficiency, consistency and competence in all aspects of job responsibilities and expectations with minimal supervision. Band Two: Operations Support Specialist II - In addition to the responsibilities of an Operations Support Specialist I, manages emergencies by directing the work of other specialists; assigning and orchestrating tasks accordingly when responding to multiple emergencies. An Operations Support Specialist II serves a preceptor in the on-boarding of newly hired Operation Support Specialists. Orients and trains new hires to the department. Required to be on-call by participating in the on-call schedule. Band Two status minimally requires 2 years of progressively responsible related work experience with at least 6 months dedicated to the UR Support Operations Department. Band Three: Operations Support Specialist Lead- In addition to the responsibilities of an Operations Support Specialist II, serves as the Lead Specialist by managing daily operations in the absence of the department supervisor; approve/deny staff time requests; develop and maintain staffing schedule adjusting for scheduled/unscheduled absences; assist supervisor with staff performance evaluations; assist in the interview process of potential candidates; coordinate new employee training; assist in developing new and updating existing departmental procedures; attend supervisory meetings when necessary. Performs administrative duties to include compiling and distributing daily alarm logs; updating all department informational binders; requisition/monitor office supply inventory; record and transcribe meeting minutes. Band Three status minimally requires 4 years of progressively responsible related work experience with at least 1 year dedicated to the UR Support Operations Department. Supervisory and administrative experience preferred. To be eligible for advancement consideration, specialist must be in good standing. Readiness for movement in the bands is assessed by the department leadership upon successful demonstration of knowledge and task proficiency as defined in the career ladder. Movement to a higher band is based on departmental need requires final approval from the Director Support Operations in collaboration with Human Resources. How To Apply All applicants must apply online. EOE Minorities/Females/Protected Veterans/Disabled Pay Range Pay Range: $ 15.38 - $ 21.54 Hourly The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations. 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