Operations Support Representative 2

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-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 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 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.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• 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

KNOWLEDGE, SKILLS AND ABILITIES

• 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

LICENSES AND CERTIFICATIONS

• National Incident Management System (NIMS) certification within 1 year required