Service Desk Operator

Service Desk Operator

Incumbent will receive, record, and distribute work orders to service crews based upon customers' requests for service, in accordance with Navy contractual requirements. Essential duties and job functions include:

• Operates telephone to receive incoming requests for service, and questions caller/customers to determine the nature of the problem, following established procedures.
• Reviews and records information in the computer as required.
• Prioritizes, classifies, prepares work orders, distributes them to crews and schedules service calls, according to contractual designations.
• Prepares work orders and distributes to service crew.
• Keeps records of service calls and work orders.
• Prepares and sends maintenance performance reports/surveys to the government.
• Utilizes a computer to update and maintain logs in database.
• Gives work status, answers questions, and resolves complaints for the customer.
• Provides support to government customers regarding questions about work performance, schedule and contract information.
• Dispatches orders and relays messages and special instructions to mobile crews and other departments, using radio telephone equipment.
• Provides pre-arrival instruction to caller, utilizing predetermined emergency gas leak protocol.
• Coordinates maintenance and schedule calls for emergencies.
• Notifies and/or calls employees in to work for the purpose of mitigating emergencies utilizing a predetermined roster.
• Performs other related duties as assigned. May perform work of a higher type than listed a portion of the time, when assignment serves as a step to develop the skill required to handle all the duties of the higher graded job.

Accountable for:

• The proper use of tools and/or equipment needed to be successful in the Service Desk Operator position.
• Completing all mandated training requirements per government and management directives.
• Timely and cost effective performance of duties.
• Timely completion and accuracy of all departmental work.
• Dealing with a variety of people in a professional, courteous manner in diversified situations.
• Adherence to established company safety policies and good industrial and office safety practices.
• Compliance with company Standard Operating Procedures and Personnel policies and procedures.
• Having the ability to work well under pressure.

Job requirements (Education, Experience, Professional Associations): Mandatory:

• High school education or equivalent.
• Must type at least 50 words per minute.
• Three (3) years' experience involving frequent public/customer interaction.
• Must possess good customer relations and telephone skills.
• Adherence to established company safety policies and good industrial and office safety practices.
• Valid state driver's license with acceptable driving record.
• Ability to successfully pass any background checks and/or drug testing required on the contract.
• Must meet and maintain security requirements including clearance eligibility.
• U.S. Citizenship.

Preferred:

• Familiarity with maintenance procedures preferred.

Wages: $24.89 per hour. Competitive pay and top-shelf benefits package supporting our national defense. Our facilities team serves a diverse range of high-value national strategic missions. Benefits package with United Steelworkers which can exceed $10/hour, includes:

• Paid vacation. Two weeks at one year, grows to three weeks after five years and four weeks after ten years.
• Personal Leave 1 hour of paid Personal/Sick leave for every thirty (30) hours worked.
• Pension and 401K
• Medical and dental insurance
• 11 Paid Holidays