Operations Support Specialist

Job Type: Full Time
Department: 
Water and Sewer
Salary Range: 
$41,025 - $68,829
Job Description:

Responsible for performing a variety of clerical and administrative tasks activities associated with supporting the activities of the Water and Sewer Department’s field operations divisions. An employee in this class performs a variety of clerical and administrative tasks to include documenting and maintaining information through various databases and software programs, coordinating with all Water and Sewer supervisors and manager regarding current, in progress, or upcoming work and customer concerns.  Work is performed under the general supervision of the Assistant Utilities Director and performance is evaluated based on attainment of specific performance objectives, personal observation, feedback from customers and employees.

ESSENTIAL JOB FUNCTIONS

  • Responds to utility customer calls, concerns, or requests for service; prepares and submits work orders and service requests in Cityworks and Muni-link.
  • Troubleshoots and isolates water and/or sewer line issues and makes determinations on whose responsibility it is to repair the lines, the customer, or the City.
  • Monitors the SCADA (supervisory control and data acquisition) systems at the Operations Center for the Facilities Maintenance division and alerts them of alarms and important changes.
  • Maintains electronic documentation of vehicle and equipment maintenance and repairs; maintains database of all Water and Sewer Department vehicles and equipment and all associated asset information.
  • Assists with the development of Cityworks scripts to create reliable processes that ensure service requests and work orders are properly routed.
  • Receives internal information for distribution and announcement through mass communications and digital signage systems; uses mass notification system, such as Rave, to alert customers of scheduled and unscheduled water outages.
  • Continuously researches and analyzes open, older work orders and service requests and coordinates with appropriate supervisors to resolve and close outstanding work orders or service requests.
  • Sends out the Rave alerts for boil water advisories and sends them when notice is received from the treatment plant of a satisfactory sample.
  • Coordinates with engineers, water and sewer supervisors, and contractors on City projects.
  • May be asked to fill in for warehouse staff, as needed, to secure parts for repair crews, receive inbound shipments, or aid with the bulk water fill station.
  • Performs other related job duties as assigned. 

OPERATIONS SUPPORT SPECIALIST I QUALIFICATIONS - Grade 11  $41,025 - $62,430

Education and Experience:

High school diploma or equivalency; and one (1) year of work-related experience in water and wastewater utilities; or an equivalent combination of education and experience. 

Special Qualifications:

  • Possession of a valid driver’s license to operate a motor vehicle.  Requirement exists at the time of hire and as a condition of continued employment.
  • Forklift Operators Certification within six (6) months of hire date is desired but not required.

 

OPERATIONS SUPPORT SPECIALIST II QUALIFICATIONS - Grade 12  $43,077 - $65,552 

Education and Experience: High school diploma or equivalency; and minimum of two (2) years of experience in water and wastewater utilities; or an equivalent combination of education and experience. 

Special Qualifications:

  • Possession of a valid driver’s license to operate a motor vehicle.  Requirement exists at the time of hire and as a condition of continued employment.
  • Must be able to demonstrate an advanced level of knowledge of water and wastewater systems, workorder management, mass notification systems as it pertains to the position.
  • Forklift Operators Certification 
  • CPR Certified 
  • Must be an Operations Support I for a minimum of two (2) years. Other related experience in equivalent position(s) will be considered.

OPERATIONS SUPPORT SPECIALIST III QUALIFICATIONS -  Grade 13  $45,230 - $68,829

Education and Experience:

High school diploma or equivalency; and minimum of four (4) years of work-related experience; or an equivalent combination of education and experience. 

Special Qualifications:

  • Possession of a valid driver’s license to operate a motor vehicle.  Requirement exists at the time of hire and as a condition of continued employment.
  • Must be able to demonstrate an expert level of knowledge of water and wastewater systems, workorder management, mass notification systems as it pertains to the position.
  • Must understand and demonstrate proficiency in various processes and procedures such as the new Tap Process.
  • Must play active role in water alert and outage customer notification and be able to do so with little help from field personnel. 
  • Forklift Operators Certification required.
  • Must be work as an Operations Support Specialist II for a minimum of two (2) years. Other related experience in equivalent position(s) will be considered.
  • CPR Certified

Knowledge, Skills and Abilities: 

  • General knowledge of the water and sewer systems.
  • Knowledge of North Carolina’s 811 rules and regulations.
  • Knowledge of work hazards and applicable safety precautions associated with assigned area of work.
  • Knowledge of Microsoft Office Suite, Cityworks, Muni-link, Sensus Analytics, FlexNet, AquaHawk Alerting and Rave (mass notification system).
  • Ability to develop and maintain effective working relationships with other divisions, departments, the public and employees.
  • Ability to follow oral and written instructions and perform mathematical calculations.
  • Ability to deal with customers that may be frustrated, angry, or belligerent in a polite and professional way manner.
  • Ability to use varied office equipment and software required in performance of duties.
  • Ability to communicate effectively in oral and written forms.
  • Ability to maintain and prepare accurate records.
  • Ability to communicate clearly, politely, and effectively, both orally and in writing.

PHYSICAL DEMANDS

Work in this classification is defined as light work requiring the physical exertion of up to 10 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Employee performs physical activities such as reaching, walking, standing, lifting, talking, hearing and repetitive motion. Employee must have the visual acuity to visually inspect small defects or parts, operation or inspection of machines and earth moving equipment, use measurement devices, and to determine the neatness and accuracy of work assigned. Employee must be able to speak and hear at normal spoken levels and to speak or understand communication from others when using mechanical equipment.

WORK ENVIRONMENT

Work is primarily performed in an office setting with a temperature-controlled environment but may be outdoors from time to time; employee is not substantially exposed to adverse environmental conditions.  

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