Operations Support Rep II

University of Rochester; United States; On-site; USD 54,667,000 - 76,184,000; Full time

Job summary

The University of Rochester is seeking a Night shift Operations Support Specialist to provide dispatch and communications for the campus and affiliates, handling high‑volume inquiries and coordinating emergency responses.

This role requires monitoring building automation alarms, creating work orders, and liaising with facilities staff to ensure timely resolution and safety.

Responsibilities

• Responds to service calls and requests via phone, e‑mail, and web, including social media, from University community and non‑University community.
• Troubleshoots responses to requests with emphasis on critical situations.
• Creates and dispatches work orders to appropriate personnel based on severity.
• Monitors building automation system alarms and responds to issues.
• Obtains authorization to contact internal Facilities staff or other University personnel.
• Documents actions during emergencies and updates stakeholders after resolution.

Job description

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

Worker Subtype:

Regular

Time Type:

Time as Reported / Per Diem

Scheduled Weekly Hours:

As Scheduled

Department:

100108 Support Operations-Fac & Svcs

Work Shift:

UR - Night (United States of America)

Range:

UR URG 104 H

Compensation Range:

$19.04 - $26.63

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 10pm-6:30am

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 Commander.
• Documents step‑step actions during all emergencies on the electronic emergency log form.
• Dispatches and provides updates as necessary throughout the emergency.
• Submits emergency log and summary to stakeholders within one hour once the emergency has been cleared by Public Safety or Facilities leadership, respectively.
• Passes the annual emergency scenario practical testing.
• Participates in the required on‑call rotation.
• Rotation duration is one consecutive week.
• Maintains, promotes, and supports a safe and positive working environment.
• Assists with training and shadowing of newly hired Operation Support Specialist staff and assists with preparing new staff for the end‑of‑training exam.
• Manages CSC Control Center, the comprehensive management program, which houses critical facilities information, including absences, shutdowns, staff work location, weekend and holiday hours, after hours, on‑call, off‑site, elevator, fire panel, vehicles list, critical phone numbers, and waste/recycling.
• Updates on‑call personnel and conta