Operations Support Specialist

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

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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.

EOE Minorities / Females / Protected Veterans / Disabled:

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 of 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.