Operations Support Rep II

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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.



Job Location (Full Address):

60 Crittenden Blvd, Rochester, New York, United States of America, 14620

Opening

Worker Subtype:

Regular

Time Type

Time as Reported / Per Diem

Scheduled Weekly Hours

As Scheduled

Department

100108 Support Operations-Fac & Svcs

Work Shift

UR - Day (United States of America)

Range

UR URG 104 H

Compensation Range

$18.65 - $26.11

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.

Responsibilities

GENERAL

PURPOSE:

Provides vital dispatch and communication support for the entire University and its affiliates. Responds to and manages high-volume inbound inquiries via phone, email, web, and electronic interfaces. Troubleshoots and provides resolutions to issues with critical and non-critical inquiries regarding equipment and operating systems; creates and dispatches work orders; monitors multiple, distinct building automated alarm systems; provides communication, dispatches, provides basic technical support, and creates National Incident Management System (NIMS) based documentation for all University emergencies.

Schedule:

Saturday & Sunday 5:45a-2:15p

FAO: OP345224



Job Description

ESSENTIAL FUNCTIONS

• Responds to service calls and requests by answering telephone, e-mail, and web-based, including social media, service call requests from members of the University community and non-University community.
• Troubleshoots response to the nature of the request, with special attention to critical situations.
• Determines appropriate responses based on the nature of the request, with special attention to critical and urgent situations.
• Creates and dispatches work orders to appropriate personnel and departments depending on the level and severity of the request.
• Determines 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.
• Continuously monitors and responds to building automation system alarms, which may indicate a broad range of alerts, including life safety, criticalities, field panel failures, refrigeration, plumbing, and HVAC issues, electrical systems and generators problems, and alerts for changes affecting building controls and research projects. Troubleshoots and rapidly responds to alarms.
• Analyzes multiple alarms and compares to shutdown notices or control center shutdowns, which provides notification of mechanics working in area.
• Obtains authorization to contact (call-in) internal Facilities staff or other University personnel accordingly.
• Prepares emergency documentation based on the comprehensive national approach of the National Incident Management System (NIMS). Follows emergency protocols accordingly.
• Contacts the appropriate supervisor and/or manager on-call, as well as senior leadership, notifying them of the emergency, and responding based on their directive.
• Contacts external vendors, external utilities, and respective University stakeholders. Determines response level based on the severity of the emergency.
• Enacts the University Emergency Operations Center (EOC) as specifically directed by only the EOC Commander, assists with communication and dispatch during the heightened emergency, and closes the EOC as directed by the EOC…