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):** 601 Elmwood Ave, Rochester, New York, United States of America, 14642 **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 102 H Compensation Range: $17.00 - $22.10 _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 Serves as the central point of contact in regards to service calls, alarms, emergency response, critical and non-critical facility operations information within a 24 hour facility operation. Works directly with all departments within the University, sets priority calls, troubleshoots, and responds based on nature of request. Answers telephone, e-mail, and web based service calls. **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. Creates, assigns, and dispatches work orders to appropriate personnel and departments, including mechanics, supervision/management, vendors, Public Safety, ITS, customers, lab representatives, Environmental Health and Safety, Environmental Services, Clinical Engineering or other 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. + Assists with resolution of facilities operational problems within defined schedules and service level agreements. Advises management of tasks requiring priority attention. Maintains daily logs of facility issues and maintenance activities. + Continuously monitors and responds to building automation system alarms, including life safety, critical, field panel failure, water, routine, urgent, normal, out of service, disabled, disconnected, offline, etc. Troubleshoots and responds to alarms within appropriate timeframe. Analyzes multiple alarms and compares to shutdown notices or control center shutdowns, which provides notification of mechanics working in area. Supports University Fire Marshall in coordinating fire alarm testing. + Responds to emergencies, including fire alert, fire alert confirmed, amber alert, utility alert, command center activated, code team, and code team pediatric. Answers emergency call requests from Public Safety and all other members of the University community. Troubleshoots response. Creates, assigns, and dispatches work order(s) accordingly. Develops verbiage and sends page to appropriate group. + Prepares emergency notification check list. Follows emergency protocols accordingly, including contacting supervisor and manager on call, as well as senior leadership, notifying them of the emergency and respond to their recommendations. Response may include: calling in staff, calling in vendor, contacting other University departments, contacting of several mechanics, retain authorization and call in other department’s trade mechanics. Response required depends on the level and severity of the emergency. Provide updates to necessary staff throughout the emergency. At the end of the emergency, sends an all clear page, contacts senior leadership via phone, and follows up with a summary email. If necessary, calls in additional Customer Service Center staff to provide support during emergency. + 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. + Manages absence calls. Enters into e-absence system, and provides employee with confirmation number. + Manages intercom calls and customer service calls for Department of Transportation & Parking during overnight hours. Provides phone support for other departments as needed. Other duties as assigned. **MINIMUM EDUCATION & EXPERIENCE** + High School diploma or equivalent and less than 1 year of related work experience required + Post-high school education preferred + Or equivalent combination of education and experience **EOE Minorities / Females / Protected Veterans / Disabled:** The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations. Notice: If you are a **Current** **Employee,** please **log into myURHR** to search for and apply to jobs using the Jobs Hub. Your application, if submitted using this portal, cannot be moved forward. **Learn. Discover. Heal. Create.** Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better. If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals At the University of Rochester, we commit to diversity, equity, and inclusion and united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.