Facilities Service Desk Specialist

Published: 6/14/2022

Technology

Job Description

Unico Government Solutions is hiring an experienced Facilities Service Desk Specialist to run the facilities service desk for a Navy engineering command in Hampton Roads, Virginia. You’ll be the single front door for facility service requests and trouble calls from Navy offices across Virginia, including the Washington Navy Yard, making sure every request is logged, prioritized, routed and closed on time.

Schedule and location

Full-time and on-site at a Navy installation in Hampton Roads, Virginia.
Monday through Friday, 7:00 AM to 4:00 PM.
Reachable by phone after hours for occasional calls from on-site personnel (historically 1–2 calls a month).

Pay

$35.00 – $37.00 per hour, depending on experience.
Full-time, non-exempt (eligible for overtime).

What you’ll do

Run all service desk operations and be the main point of contact for facility requests, in person, by phone, on Microsoft Teams and by email, for customers at every level from senior leaders to staff and on-site contractors.
Triage incoming calls and emails (about 90% of requests), decide urgency, and route work to the maintenance contractor or the right base personnel.
Spot urgent conditions and start immediate action: power or water outages, leaks, HVAC failures, dangerous animals, biohazards.
Enter every request as a work ticket before work begins, assign the priority level, track progress and log hours at closeout:
- Level 1 (Emergent): 2 hours
- Level 2 (Urgent): 24 hours
- Level 3 (Routine): 7 business days
- Level 4 (Non-routine): 30 days
Plan, schedule and coordinate work requests, set priorities and track completion.
Prepare monthly performance metrics in Excel: calls by type, hours per call, time to resolve, procurement counts, equipment failure rates and callbacks.
Provide facilities office administrative support: filing, scanning, supply orders and inventory, shipping documents, vendor and pricing research for Government purchases, purchase request forms, and tracking information on the shared network drive.

Systems you must know

IWMS (Integrated Workplace Management System): facility support service requests.
IBM Maximo: NAVFAC trouble desk work orders.
Navy computing environment: NMCI or Nautilus workstations, CAC login and Navy network drives.
Microsoft Office 365: Outlook, Teams and advanced Excel for metrics and reporting.

Hands-on Maximo or IWMS experience is required. Experience with both is strongly preferred.

What you bring

3+ years of experience on a help desk, service desk or facilities work-order desk, preferably in a Navy, DoD or federal facility.
Strong customer service and judgment under pressure, with the ability to triage and prioritize many requests at once.
Clear written and verbal communication with customers at all levels.
High accuracy in ticket documentation and data entry.

Security requirements (mandatory)

Active Secret security clearance required at the time of hire. Candidates without an active Secret clearance will not be considered.
U.S. citizenship.
Must keep the clearance current for the entire assignment.
Must be able to obtain a CAC and complete required Navy cybersecurity training before receiving network access.

Background requirement: Candidates must have a clean criminal record and be able to pass a comprehensive criminal background check and installation access screening. Applicants with criminal convictions that would disqualify them from holding a Secret clearance or accessing a military installation should not apply.

Equal opportunity: Unico Government Solutions, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.