Service Desk Technician

About the role

The Service Desk Technician will manage the full lifecycle of work orders, ensuring compliance with Army Records Management guidelines and delivering prompt, accurate support to internal customers. You will act as the primary point of contact for maintenance requests, providing advice, troubleshooting, and resolution while maintaining strict key‑control procedures.

Key responsibilities

• Create, track, and close work orders using Maximo or the approved government AIS system.
• Input, process, and distribute maintenance request forms and equipment to the appropriate repair shops.
• Maintain DA Form 1687, Delegations of Authority‑Signature Card, and generate spreadsheets for site work orders.
• Contact 100% of serviced customers to gather feedback on service quality.
• Enforce key‑control and end‑of‑day security procedures.
• Produce reports and statistical data from Maximo as required.
• Verify customers possess a valid DA Form 1687 before providing service.
• Ensure all processes align with the Performance Work Statement, Army regulations, and local requirements.
• Perform additional duties as assigned.

Required profile

• High school diploma or equivalent.
• 3‑4 years of related experience in a customer‑service or technical support role.
• Prior experience in a US Military or government‑contracting environment.
• 2‑3 years of experience using Maximo or similar work‑order systems.
• Professional demeanor with the ability to interact effectively at all organizational levels.
• Strong oral and written English communication skills.
• Advanced computer proficiency, including database and spreadsheet creation.

Required skills

• Maximo (or comparable work‑order management system).
• Government‑approved AIS system.
• Microsoft Word.
• Microsoft Excel.
• Microsoft PowerPoint.
• Microsoft Outlook.
• Database creation and spreadsheet development.

What we offer

• Equal employment opportunity in a diverse, inclusive workplace.