What are the responsibilities and job description for the Facilities Service Desk Support Specialist position at TERRESTRIS, LLC?
Position Overview: The Facilities Service Desk Support Specialist will provide critical support in managing and maintaining the NSWC PCD Facilities Service Desk operations. This role involves receiving, recording, referring, routing, and following up on service requests from NSWC PCD personnel, ensuring that all service requests are efficiently addressed. The contractor will work Monday through Friday (excluding federal holidays), ensuring seamless service during core business hours.
Key Responsibilities:
- Service Request Management:
- Receive service requests from NSWC PCD personnel via various channels (in-person, telephone, email, or online submission).
- Accurately log service tickets into the networked software, ARCHIBUS, as provided by NSWC PCD.
- Ensure service requests are appropriately routed to the correct functional group for resolution.
- Follow up on outstanding service requests, ensuring open tickets do not exceed one week without investigation into the current status and estimated completion date.
- Re-route service requests as necessary to ensure timely completion and resolution.
- Service Desk Support:
- Provide daily support for the NSWC PCD Facilities Service Desk, operating during the established hours of 0900 to 1100 and 1300 to 1500, for a total of 8 hours per day.
- Maintain clear and professional communication with NSWC PCD personnel both orally (in person or by phone) and in writing (via official email).
- Ensure accurate and timely follow-up on service requests via telephone or email, as needed.
- Technical Proficiency:
- Utilize a computer running the latest Navy-approved version of Windows (currently Windows 365) to access and manage service tickets and communicate with NSWC PCD personnel.
- Utilize ARCHIBUS for entering and tracking service requests.
- Security and Confidentiality:
- Regularly access Controlled Unclassified Information (CUI) in the course of service desk operations, maintaining strict confidentiality and security in handling such data.
Qualifications:
- Proficiency in using Microsoft Windows 365 or similar versions of Windows OS.
- Experience with service desk software, preferably ARCHIBUS or similar ticket management systems.
- Strong communication skills, both verbal and written, with the ability to interact with various levels of personnel across the organization.
- Ability to work independently and manage multiple service requests in a fast-paced environment.
- Detail-oriented with the ability to track and follow up on outstanding service requests to ensure resolution.
- Ability to handle and maintain confidentiality when dealing with sensitive or classified information.
Work Environment:
- This position is based at the NSWC PCD location and requires daily interaction with personnel across various departments.
- Standard working hours are Monday to Friday, excluding federal holidays, with core hours of 0900 to 1100 and 1300 to 1500.
Job Types: Full-time, Contract
Schedule:
- 8 hour shift
Work Location: In person
