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Help Desk Specialist

3 months ago

Washington, United States The Tatitlek Corporation Full time

Overview:
**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Performs service request management utilizing the NASA Facilities Help Desk software, IBM Tririga, and other provided software to receive, register, and process service requests for facilities support services.
- Opens, assigns, monitors, and closes work tickets associated with service requests.
- Monitors the progress of all assigned work tickets to ensure timely resolution.
- Escalates urgent requests (Priority 1) to the appropriate personnel for immediate action.
- Conducts customer inquiry resolution, promptly responds to customer inquiries, helping and addressing concerns related to facilities support services.
- Ensures high levels of customer satisfaction through effective communication and problem-solving.
- Assists with room reservations and event coordination using the designated software and coordinates with customers to schedule and manage room bookings according to their needs.
- Provides basic user instruction to customers on the use of the NASA Facilities Help Desk software and assists users in navigating the system and submitting service requests effectively.
- Prepares ad-hoc reports as needed, providing relevant data and statistics related to service request status, ticket resolution, and customer satisfaction.
- Generates reports to support decision[1]making and performance evaluation.
- Prioritizes service requests according to defined priority levels (Priority 1, 2, and 3).
- Ensures urgent requests (Priority 1) receive immediate attention and resolution to mitigate potential damage or threats to the building and staff.

**NON-ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Other duties as assigned.

**QUALIFICATIONS**

**EDUCATION AND EXPERIENCE**:

- Must be familiar with help desk software.
- Minimum Education: High School Diploma.
- Minimum Experience: 3-5 years of experience as a Help Desk Specialist.

**PHYSICAL REQUIREMENTS**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

**WORK ENVIRONMENT**:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is typically performed in a controlled office environment. While performing the duties of this job, the employee may be exposed to weather conditions prevalent at the time.

The noise level in the work environment is usually moderate.

**SUPERVISORY RESPONSIBILITIES**:
None.

**ADDITIONAL QUALIFYING FACTORS**:
The Tatitlek Corporation gives hiring, promotion, training and retention preference to Tatitlek shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.

As an equal opportunity employer, The Tatitlek Corporation recognizes that our strength lies in our people. Discrimination and all unlawful harassment, including sexual harassment, in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment.

**Salary**: DOE