Service Desk Coordinator

Summary

Fire Creek Services Company, an All Native Group company, is seeking a Maintenance Control / Service Desk Coordinator to serve as the front door of the maintenance operation, taking phone and web requests, overseeing triage, keeping residents updated, and managing dispatch exceptions and work waiting on parts or access, following emergency, urgent and routine request priorities. This is an immediate opening.

 

Essential Functions

• Take and enter phone and assisted requests, confirming location, symptoms and access availability.
• Monitor automated work routing; handle exceptions, misroutes and unacknowledged work by escalating to the duty lead.
• Send approved status updates to residents and manage access windows with barracks management.
• Keep 'Awaiting Parts' and 'Awaiting Access' work current and return jobs to scheduling when parts arrive or access is confirmed.
• Maintain the coverage roster and on-call schedule and log after-hours calls.
• Produce daily open-ticket and aging reports for the daily operations review.
• Log every call and request completely and consistently according to established call-logging standards.
• Follow escalation procedures for emergencies and safety issues.
• Protect resident information and follow privacy practices.

 

Competencies 

• Customer service and calm phone manner
• Fast, accurate data entry
• Prioritization and triage
• Clear written and verbal communication

 

Supervisory Responsibility

None for this position

 

Work Environment

Office-based service desk environment supporting field maintenance operations.

 

Physical Demands

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.

• Standing and walking in warehouse and field settings.
• Occasional lifting up to 50 lb.
• Computer work for planning and reporting.
• Driving a vehicle between the hub and sites.

 

Position Type/Expected Hours of Work

Full-time and part-time positions available. Typical hours are Monday through Friday, daytime. Shifts may require some evening or weekend work, and this position participates in an on-call rotation for after-hours emergency escalations as duty lead.

 

Travel

Daily local travel between buildings on the installation.

 

Experience

• 2+ years of dispatch, service desk or maintenance control experience using a CMMS or ticketing system.
• Calm, clear phone manner with Soldiers and leadership.

Preferred:

• Maximo or a similar work-order system.
• Property management or lodging maintenance desk experience.
• Bilingual a plus.
• Experience with call-center or help-desk performance measures.
• Experience working on Department of Defense (DoD) installations, contracts or programs is a plus.

 

Education

High school diploma or GED required; some college preferred.

 

Additional Eligibility Qualifications

• No certifications required; customer service or dispatcher certification a plus.
• Must be able to pass a background check and obtain installation access.

 

Drug Free Workplace

All Native Group is a Drug Free Workplace. It is our policy that all new hires must successfully complete a pre-employment drug screen as a condition of employment. In addition, all employees are subject to random drug screens throughout the term of their employment with All Native Group.

 

Security Clearance

None

 

AAP/EEO Statement  

All Native Group 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, disability, or status as a protected veteran. However, preference may be extended to persons of Indian descent in accordance with applicable laws.

 

About Ho-Chunk, Inc. & All Native Group

Ho-Chunk, Inc. is an award-winning economic development corporation of the Winnebago Tribe of Nebraska. Our mission is to provide long-term economic development for the Winnebago Tribe and job opportunities for Tribal members.

 

All Native Group is a network of small businesses that support the critical missions of various U.S. Government customers. Our capabilities include telecommunications, health, logistics, specialized training, professional services, and IT solutions. Since earning our first federal contract in 2004, we have continued to grow and diversify our services while maintaining a strong commitment to excellence. As a tribally owned organization, All Native Group operates multiple subsidiary businesses, providing clients with the advantages of working with a small business while leveraging the resources and expertise of a larger, established company. Our work is guided by our core NATIVE values:

 

• Native American Owned & Proud – Serving the Winnebago Tribe of Nebraska.
• Accountable – To always do what’s right.
• Team-Focused – For inclusive progress.
• Innovative – In creating solutions.
• Visionary – In our purpose and direction.
• Excellence – Through learning and performance.

 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.