Operations Technician (Technician III): DORA-Executive Director's Office

Position: SAA 1371 This position exists to provide technical support related to a variety of Operations functions and programs, including but not limited to: Compliance; Metrics and Analytics; Business Technology and Innovation; Organizational Development; and Onboarding. This position also conducts Customer Operations Coordination, Administrative and Office Support; and Coordination of Special Projects. General Duties also include project coordination and assistance; research and reporting; the generating communication and distributing information; supporting the Operations Specialists and project staff by collecting, gathering, scanning, and organizing paper flow; responding to emails, exchanging information with customers, managers, and providing information to employees; and providing onsite administrative and customer support. The position reports to an Operations Lead, and works closely with staff and leaders across the EDO, including the Operations Manager and Chief Administrative Officer. Specific duties include, but are not limited to: Operations Technical Support: Provide technical support and assistance in the administration of Operations programs/functions, including but not limited to: Metrics and Analytics; Hybrid Work; Citizens Advocate; Business Technology and Innovation; Organizational Development; and Onboarding. Monitor and control activities of that function, according to unit/department/state policy and procedures and program directives. Identify issues and concerns related to operations, policies, and procedures and coordinate the resolution of issues. Examples include: Supporting Onboarding by processing identification badges for the department including new badges, deleting badges, providing replacements for defective or lost badges and providing temporary badges as necessary. Position is responsible for updating the Operations Coordinator and Building Security of any new, lost, canceled or replaced badges to ensure badge records are kept current. Supporting the department's Hybrid Work Function, as needed (e.g. tracking the regular and consistent completion of the onsite monitor forms, tracking and reporting on the submission and completion of the hybrid forms and updating the hybrid form tracking log).As needed, working in collaboration with team members to support the Citizen Advocacy program by logging Citizen Advocacy requests/ inquiries/complaints and reconciling with the information received by the department Citizen's and assist with presentations before large and small groups. Attend meetings and committees, taking notes and tracking action items. Schedule, coordinate, plan, and organize Operations services and meetings. Plan and coordinate the development of materials for meetings, and program events. Prepare, proofread, and distribute materials for a wide range of audiences. As directed, provide a wide range of information to customers regarding the assigned program and its impact on agency missions and goals. Interpret and explain program and agency policies, procedures, rules and regulations, and and prepare correspondence responding to questions or inquiries. Prepare special documents, contracts, agreements, and reports for assigned program areas. Maintain a variety of interrelated records. Maintain calendars; schedule and confirm appointments. Apply laws, rules, agency policies and State regulations to the specific program. Assist in the formulation and preparation of operational policies and procedures on assigned areas and submit Operations Coordination: Position is responsible for processing Conference Center requests, including receiving the requests and gathering all relevant information related to the request, tracking and logging the requests and following up to ensure the requests have been worked on accordingly. Position provides coverage for the DORA mainline by answering the phones when needed, as assigned and/or to provide back-up for other staff who are responsible for answering the DORA mainline. Position is responsible for Welcome Center and Conference Center onsite coverage and coordination, including providing coverage in the Conference Center, as needed; collecting and filing Welcome Center visitor, incident and mail logs; assisting the Welcome Center Lead in call/walkin/delivery logs, including reporting on the analysis of the information; and assists with updating Welcome Center and Conference Center team resources. Administrative and Office Support: Perform a variety of administrative tasks in support of the section, Operations Manager, CAO, and senior staff, including office management, customer services, processing mail, recordkeeping (hard-copy and electronic), file room maintenance, scanning, ordering supplies, ordering and assembling materials, etc. Operate a variety of office machines and equipment, including computer hardware and software. Onsite EDO reception duties: This position serves as the EDO's first point of contact, welcoming and directing guests and visitors to the EDO suite and may also assist a variety of customers (both internal and external) by phone, in-person, and using the online "chat" feature. This customer service can be in the form of a referral to the appropriate party or a direct answer to an inquiry. Assist with new employee onboarding and orientation, including new employee intake, including collecting and processing new employee forms and documents, managing employees badge access (creating badges, updating the system, processing division requests).Support in the administration of shared mailboxes, internal websites, creating graphics to post on social media, and updating resources, as directed by supervisor/ in-service training to clerical and other staff. May provide work direction for coordination of related work. Perform related duties as assigned. Assistant Operations Coordinator and/or Operations Manager in vendor scheduling, and assist in ensuring vendors have the building required documentation (ex. Certificate of Insurance) on file. Coordination of Special Projects: This position completes and participates in special projects involving EDO functions, partnering with members of the Senior Staff and other EDO employees, including data and records management, note taking during project meetings, analyzing and fulfilling requests for information, supporting the Operations Team on special requests that arise, and otherwise providing general office support to the team. Special projects areas may include but are not limited to the following areas: Employee Events (e.g. space management, CCC, employee recognition events, etc); Learning Management Systems (LMS) Administration; Data Measurement, Analysis, Reporting; Records Administration; Safety, Security, and Continuity Coordination; Hybrid Work; Citizens Advocate; Workforce Development; Equity, Diversity, Inclusion, and Accessibility; Instructional and Content Design; etc. Coordinate and/or assist in the preparation, implementation, and evaluation of assigned projects. Track milestones and status of action items, assisting with follow-up, as needed or requested. Document work session activities and prepare regular project in project coordination with unit staff, divisions, and/or the partners. Provide liaison with project stakeholders to encourage understanding, cooperation, participation and support of project objectives. Provide a wide range of information to customers regarding the assigned projects and its impact on agency missions and goals. Schedule, coordinate, plan, and organize project activities and meetings. Plan and coordinate the development of materials for project sessions, meetings, and events. Prepare/develop, proofread, assemble, and/or distribute materials for a wide range of audiences. Prepare and/or send correspondence, as needed. Maintain calendars; schedule and confirm appointments. Maintain specialized database(s) and recordkeeping systems. Minimum Qualifications, Substitutions, Conditions of Employment & Appeal RightsMINIMUM QUALIFICATIONS (MQs):There are two ways to qualify for this position: 1) Experience OR 2) A Combination of Education and Experience Option 1: Experience Three (3) years of high-level technical* operational support, office management, and/or executive assistant, which must include all of the following: Experience analyzing documents for accuracy and completeness; and processing documentation while ensuring compliance with laws, rules, policies, and/or procedures; Experience utilizing databases, including compiling, updating, analyzing and tracking data; Customer service experience