GCI's Specialist Sr, Operations Support will serve as the operations, project, and administrative support team for all divisions/groups under the Technology Solutions department. Coordinate and assist with company-wide projects, programs, and special assignments.

Essential Duties:

Operations Support

• Rural Operations dispatch support: Supplement Resource Coordination dispatching timely and efficient customer assignments and trouble service appointments as needed to maintain workload. Monitor work queues, schedules, and assign tasks to include repair requests, scheduled and unscheduled implementations with changing priorities. Contact field personnel regularly on field and technical issues. Coordinate with project managers and other dispatch teams inside of GCI. Coordinate and create tickets in multiple ticketing systems supported by GCI. Contact clients via phone and email for all scheduling needs. Update and close work orders, document changes from client sites, and verify daily logs along with thorough updates on individual tickets and daily ticket report. Ensure daily assignment of department tools, vehicles, and scheduling of maintenance and weekly inspections. Maintain an accurate resource calendar. Manage AT&T eSIM Backup Program, including the opening/closing of new lines. Create a process that collects requests, tracks the status of each request, and pays the bill.
• SharePoint Management: Creation and upkeep of Technology Solutions, SMC, and Operations SharePoint Sites.
• Alyeska Badge Process: coordinate new badges, renewals, training, and drug tests. Create a process that tracks the status of each request and repository for current badged employees
• AIMS Program: Track and manage weekly payouts for field technicians for the Anchorage, Matsu, Fairbanks, Kenai, Homer, Seward, Cordova, and Valdez areas. Meet deadlines for completion and approvals. Balance Aims cash, input on a spreadsheet, send documentation to include additional sales and Kudos for weekly meeting (Statewide meeting once a month).
• Travel Requests: review travel request and health declaration forms for accuracy and proper approvals. Add trips to the tracking system and file approved forms. Prioritize urgent (break/fix/outage) requests. Report back to the requester if additional information is needed. Send out approvals.
• Community outreach: research current restrictions in the community. Contact local tribal organizations to get permission/approvals as needed. Set timeline expectations and proactively follow up on requests.
• Follow all Community, GCI, and State COVID-19 policies and testing requirements.

Project Support

• Complete projects and special assignments by establishing objectives; determining priorities; managing time; gaining the cooperation of others; monitoring progress; problem-solving; making adjustments to plans.
• Assist and support Projects from various departments such as Engineering, HR, LCAD, and Operations.
• Work closely with project managers to create comprehensive action plans concerning resources and budgets. Participate in project design meetings and propose improvements if necessary.
• Communicate with clients to identify and define project requirements, scope, and objectives.

Employee Support

• Assist with Onboarding and Offboarding of new employees.
• Create, organize, audit, and enter timesheets for approximately 200 Sites Agents and On-Call employees.
• Responsible for rural support agent coordination, including administering employee compliance, maintaining appropriate documentation, and timely and accurate recording of payroll hours in ADP. Communicate with rural support agents and Regional Technicians as needed.
• Support liaison between Field Personnel and various departments within the company, i.e., Account Payable, Payroll, HR, and other departments as needed; responsible for researching any discrepancies for Payroll, P-Card Expenses, and any questions.

Administrative Support

• Conduct and track research of Rural Alaska Villages, providing information for projects, statistics, and general information purposes.
• Track and maintain spreadsheet & training database of field personnel.
• Schedule and coordinate meeting requests and travel arrangements for Technology Solutions Employees, Directors, and Vice Presidents.
• Assist with planning events for Department and Company.
• Maintain repeat inventory and records and ensure supplies and materials are proactively restocked.
• Assist with presentations and compile and prepare data for various reports. Distribute to appropriate parties as needed.
• Assist with the creation of PowerPoints, Microsoft Forms, and Smartsheet Forms.
• Shift Management: upkeep BTS shift requests and track employee unscheduled absences.
• Manage corrective and preventative maintenance reports for Technology Solutions.
• Review and support new and ongoing maintenance procedures for Network Operations and develop maps for community and regional site breakdowns.
• Create tracking reports for fast-paced installation projects.
• Contact site agent/technician to ensure timely completion of PMs, E911 PMs, and SPCC Inspection reports.
• Review all PMs and relay information on site issues to the responsible Regional Manager.

Knowledge, Skills and Abilities:

• Logistical and procurement experience.
• Must have a strong desire to learn, think critically, and to solve problems.

• Advanced knowledge and use of PC based applications. Must be thoroughly familiar with MS Excel, Word, MS Visio and Adobe Acrobat.
• Must be able to consolidate data from multiple Relational Database Management Systems (RDMS) (e.g. MS Access, MySQL, Oracle, Microsoft SQL, and Kronos).
• Must be able to work independently with minimal supervision and make sound decisions in situations where there is no opportunity or time to seek supervisory assistance or conduct significant analysis of the options.
• Needs to be familiar with telephony terms.
• Must have excellent written and verbal communication skills.
• Experience in managing relationships between both internal and external customers
• Ability to work in a multi-tasking environment.
• Highly organized and detail oriented.
• Must possess a positive attitude and be a team-player.
• Excellent analytical skills with the ability to analyze situations accurately and use effective judgment and decision-making abilities.

Level Definition:

Position Title: Specialist Sr, Operations Support

Grade: A11

Additional Job Requirements : This is a senior level role working under minimal supervision that requires in-office attendance a minimum of 3-4 days a week. Considered highly skilled and proficient in the discipline and functions as the subject matter expert. Assists with scheduling tasks and mentors and trains junior team members. Supports management by working on highly complex tasks, ensuring operational efficiency and deadlines are met. Takes corrective action or notifies and escalates to the appropriate department for resolution. Must have advanced working knowledge and technical expertise in the area of responsibility and company policies/procedures.

• Assist Base Camp building visitors and occupants with wayfinding as needed.
• Manage schedules and room configuration for conference center.
• Set up and ongoing organization of office/break room supplies.
• Monitor and order inventory for office and break room supplies.
• Regular maintenance of leased coffee machines in break areas.
• Coordination with Vend Alaska to ensure Avanti Market and Coffee Supplies are well stocked and maintained.
• Manage incoming and outgoing correspondence, including emails, faxes, mail and packages. Package management is done utilizing Notifii software.
• Scan and distribute company mail to appropriate stakeholders via email.
• Submit work orders via the Fusion One Portal for building maintenance issues.
• Submit tickets via the Fusion One Portal for IT equipment repairs and maintenance (including Teams' devices in meeting rooms, hotel desk computer peripherals, multifunction devices, and printers).
• Facilitate access for vendors to perform maintenance as needed.
• Facilitate catering as needed for events.

Minimum Qualifications:

• A minimum of six (6) years of experience in Business Office and Customer Services, to include two (2) years in a telephony related field.
• Related military education/experience may be used as a substitute for education or work experience.
• High School degree or equivalent is required.
• Associate degree in Business or related field is highly desired; or a combination of relevant work and/or education sufficient to perform the requirements of the position will be considered.

Certifications: Industry specific certifications highly valued and may contribute toward education requirement.

Job Requirements: At All Levels

Because GCI is a Federal contractor subject to Executive Order 14042, GCI employees may be required in the future to be fully vaccinated* against COVID-19 as a condition of employment. If this occurs , GCI will consider requests for accommodation if an individual’s medical condition, disability, or sincerely held religious belief prohibits receipt of the COVID-19 vaccine.

Physical Requirements: Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Clarity of vision to see near, mid-range, and color. Ability to lift and carry up to 25 lbs.

Working Conditions: The work area must be quiet and free of distractions. Lighting must be adequate and without glare. Distracting noises should be kept to a minimum. The employee’s desk must be adequate, designed to safely accommodate the equipment the employee must use, e.g. computer, printer, keyboard, monitor etc. The employee must have reliable connectivity to the internet to access GCI via VPN. Employee workstation must comply with GCI’s ergonomics standards.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Driving Requirements (if applicable) : Must possess and maintain a valid driver’s license, proof of insurance, and a satisfactory driving record.

EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualification required of employees assigned to this job.