|Oprs Support Specialist, UF&S|
Company: University of Rochester
Location: Rochester, NY
Employment Type: Full Time
Date Posted: 09/01/2021
Expire Date: 11/05/2021
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Oprs Support Specialist, UF&S|
Oprs Support Specialist, UF&S
Job ID: 218240
Location: Central Administration
Time as Reported Grade 007 Support Operations
11 PM-7 AM; POSS WKENDS/HOL
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.
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.
NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.
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.
Qualifications: High School diploma or GED equivalent and one year of related work experience. Post-high school education preferred.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled
To apply, visit https://ps.its.rochester.edu/psp/PSApplyOnline/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=218240&PostingSeq=1
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