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Job Summary

Perform Facilities Service Desk functions at the Base Operations Support (BOS) NGA National Campus West (NCW) contract in St. Louis and Arnold, MO. Input facilities data in the Integrated Workplace Management System (IWMS) and coordinate with internal teams and customers. Provide effective customer service and achieve customer satisfaction by delivering services in a professional, courteous, and timely manner.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Receive and process work requests in accordance with contract standards. Enter information into IWMS.

• Complete work requests and preventive maintenance requests by entering all required data into IWMS.

• Scan and attach notes, invoices, and reports to work requests and preventive maintenance requests in IWMS.

• Receive and escalate customer complaints to supervisors.

Additional Responsibilities

• Review work requests for completeness according to Performance Work Statement (PWS) requirements. Forward to supervisor for further processing.

• Inform customers by email or telephone of work request status and any anticipated delays.

• Provide follow up customer service satisfaction calls.

• Provide exemplary customer services by responding to requests in a professional and timely manner while displaying a positive demeanor.

• File timesheets, work requests, and preventive maintenance requests.

• Escalate emergency requests to responsible shops and supervisors as appropriate.

• Complete assigned trainings by required due dates.

• Perform other related duties as assigned.

Qualifications: Education, Experience, and Certification(s)

• High School diploma or state certified equivalent required.

• Two years of direct experience with customer service and/or data entry required.

• Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.

Knowledge, Skills, and Abilities

• Customer service oriented and able to work efficiently in a fast-paced environment.

• Work well independently and as a contributing member of a team.

• High level of integrity and personal accountability.

• Ability to read and comprehend simple instructions, short correspondences, memos, labels, and numbers.

• Ability to accept and follow directions.

• Excellent customer service, verbal, and written skills.

• Working knowledge of Microsoft Office (Word, Excel, Outlook) and basic typing skills.

• Ability to identify and define problems and provide solutions.

• Ability to organize, prioritize, and meet deadlines on a daily basis.

• Ability to maintain a high level of performance with limited supervision.

Supervision Received

The incumbent performs a variety of routine work within established policies and procedures and receives detailed instructions on new projects and assignments.

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. 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 sit, reach with hands and arms, and talk and hear. The employee is occasionally required to stand and walk. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.

ServiceSource is a leading nonprofit disability resource organization with programs and operations in 12 states and the District of Columbia. ServiceSource has regional offices located in Delaware, Florida, North Carolina, and Virginia. Collectively, the organization serves more than 25,000 individuals with disabilities annually through a range of innovative and valued employment, training, habilitation, housing and other support services. Our proven collaborative approach helps foster a more inclusive and supportive community where individuals with disabilities can succeed and thrive. Strategic partnerships with local community businesses, government entities and nonprofits help bridge the gaps for individuals with disabilities, creating sustainable opportunities that benefit the entire community and result in greater independence for the individual.

To learn more, you may click on the following video link:

4 Easy Steps to Apply

Step 1: Apply online to an open position.

If you need reasonable accommodation to complete the application process please contact the Program Outreach Specialist in your region using the list below.

Step 2: Submit completed Introductory Data Sheet and Resume to a local ServiceSource contact

Step 3: Submit Comprehensive Release form to a local ServiceSource contact

Step 4: Submit Documentation of Disability letter to a local ServiceSource contact

Program Outreach Specialists by Location

Aurora/Colorado Springs, Colorado

(719) 510-2328

Fort Worth, Texas

(571) 455-8541

Newport News/Fort Eustis, Virginia

(757) 503-1222

Northern Virginia, Washington, DC, Maryland

(703) 970-3697

Northern Virginia/Quantico/Washington, DC - Food Services

(571) 455-0195

St. Louis, Missouri

(314) 202-9199

Boyers, Pennsylvania

(571) 455-8541

North Carolina/Kentucky

(910) 826-4699 ext. 4699

Florida

(727) 538-7370

DE, PA, MD and TX

(302) 765-1259

NOTICE TO APPLICANTS

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic Information & Testing, Family & Medical Leave, Sexual Orientation and Gender Identity or Expression, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.

We are a drug-free workplace. Pre-employment background checks, including E-Verify, are required for all employment positions.

Do you need a reasonable accommodation to apply to a career opportunity online? Please click here to view a list of Regional Office locations. Please ask to speak with Human Resources.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.