What are the responsibilities and job description for the Service Desk Support Specialist position at THE MAASAI GROUP LLC?
Job Description
Job Description
- The Contractor will regularly access CUI in this role.
- The Contractor shall provide support for operating the NSWC PCD Facilities Service Desk Monday through Friday (excluding Federal Holidays) for 8 hours per day (core hours of 0900 to 1100 and 1300 to 1500 shall be included in the 8-hour period). The Contractor shall receive, record, refer or route, and when required, follow-up telephonically or via email on service requests from NSWC PCD personnel.
- Service requests may be received from customers in-person, by telephone, by email, or by online submission. Service tickets shall be entered or logged into networked software that will be provided by NSWC PCD. The service tickets shall be assigned and routed to the appropriate functional group at NSWC PCD. The software currently planned for use by NSWC PCD for this purpose is ARCHIBUS.
- Service requests remaining open beyond one week shall be investigated to determine the current status and expected date of completion. Requests shall be re-routed if necessary.
- This support requires the ability to type and use a computer running the latest Navy-used version of Windows (currently Windows 365). This support also requires the ability to communicate with personnel across NSWC PCD orally in person or on the telephone, as well as in writing via official email.
- Efforts under this area shall be reported in the Contract Status Report.
