Service Desk Technician

Role Overview

This position focuses on managing work orders from start to finish, keeping records in line with Army records management rules, and responding to service inquiries with clear guidance and practical support. The role also involves handling maintenance request forms, maintaining authority and signature records, creating tracking spreadsheets, contacting all serviced customers for feedback, and enforcing strict key control procedures within the CPC.

Key Responsibilities

• Raise work orders through Maximo or another government-approved automated information system.
• Receive, process, and route work requests and equipment items to the correct repair facilities.
• Follow key control rules at all times, including required end-of-day security steps.
• Prepare reports and statistical summaries from Maximo when requested.
• Confirm that customers have a valid DA Form 1687 before any service is delivered.
• Make sure the work order function follows the performance work statement, internal and external IOPs, work instructions, Army regulations, DA pamphlets, and local procedures.
• Carry out additional tasks and duties as assigned.

Qualifications and Experience

Applicants should have a high school diploma or an equivalent qualification. One year of directly related experience may replace one year of education where a degree is required. The ideal candidate will have 3 to 4 years of relevant work experience, strong computer and interpersonal abilities, prior customer service experience, and hands-on knowledge of automated data entry systems. Experience in the US military or a government contracting environment is preferred. A background of 2 to 3 years working with Maximo or in a work order role is also needed.

Skills and Competencies

The role calls for a professional attitude, the ability to work well with staff at all levels, sound judgment, and strong planning and organizational skills. Candidates must communicate effectively in both spoken and written English and be comfortable using computers at an advanced level, including databases, spreadsheets, Word, Excel, PowerPoint, and Outlook. Working knowledge of the Standard Supply system and its procedures is expected.

Working Environment

Work is usually performed in an administrative work center, though some tasks may require outdoor work with exposure to extreme temperatures. Use of personal protective equipment may be necessary in certain areas, including protection for the head, feet, hands, torso, breathing, eyes, and hearing. The standard workweek is 48 hours, with overtime required when needed.

Equal Opportunity

The employer states a commitment to equal employment opportunity and to protecting veterans and individuals with disabilities. The workplace is intended to support inclusion, diversity, fairness, respect, and dignity, with an emphasis on using varied experience and perspectives to strengthen innovation and performance.