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Operations Support Representative II

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University of Rochester

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Location:
United States of America , Rochester

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

18.65 - 26.11 USD / Hour
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Job Description:

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.

Job Responsibility:

  • Responds to service calls and requests by answering telephone, e-mail, and web-based, including social media, service call requests
  • Troubleshoots response to the nature of the request, with special attention to critical situations
  • Determines appropriate responses based on the nature of the request
  • Creates and dispatches work orders to appropriate personnel and departments
  • 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
  • Analyzes multiple alarms and compares to shutdown notices or control center shutdowns
  • Obtains authorization to contact (call-in) internal Facilities staff or other University personnel accordingly
  • Prepares emergency documentation based on the National Incident Management System (NIMS)
  • Contacts the appropriate supervisor and/or manager on-call, as well as senior leadership
  • Contacts external vendors, external utilities, and respective University stakeholders
  • Enacts the University Emergency Operations Center (EOC) as specifically directed
  • Documents step-by-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
  • Passes the annual emergency scenario practical testing
  • Participates in the required on-call rotation
  • Maintains, promotes, and supports a safe and positive working environment
  • Assists with training and shadowing of newly hired Operation Support Specialist staff
  • Manages CSC Control Center, the comprehensive management program
  • Updates on-call personnel and contact information
  • Monitors the National Oceanic and Atmospheric Administration Weather (NOAA) system per EHS requirements and monitors the Public Safety two-way radio
  • Responds to after-hours parking customer phone inquiries, after-hours SMH Environmental Services work orders, and phone support for various departments as needed
  • Assists with the resolution of facilities operational problems within defined schedules and service level agreements

Requirements:

  • High School diploma or equivalent and 2 years of related work experience, including one year in the Facilities Customer Service Department required
  • Or equivalent combination of education and experience
  • Customer Service, Control Center, and Emergency response experience required
  • Skills with typing/keyboarding required
  • Familiarity with Microsoft Office, and the ability to utilize multi-line telephones and other office equipment, including copiers, scanners, and printers required
  • Ability to articulate professionally required
  • Proven ability to react to stressful situations in a calm and professional manner required
  • National Incident Management System (NIMS) certification within 1 year required

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Parttime
Work Type:
On-site work
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