Facilities Service Desk Administrator

The Facilities Service Desk Administrator supports delivery of Integrated Facilities Management services across customer-owned facilities in Tennessee. The position serves as a central point of contact for facility service requests, maintains accurate records in Government-approved systems, coordinates building access and response activities, communicates service status to stakeholders, and supports timely, safe, and compliant resolution of operational issues.

Worksite Locations: Nashville, Knoxville, and Memphis

Key Job Functions

Service Request Intake, Dispatch, and Coordination

• Receive and manage facility service requests by phone, email, approved Government systems, and other designated channels.

• Provide continuous service-request intake and coordinate dispatch for emergencies involving life safety, entrapments, critical system failures, or potential damage to federal property.

• Log, classify, prioritize, route, monitor, and close service requests in accordance with contract requirements, approved procedures, and applicable response-time standards.

• Coordinate responses performed by facilities engineering, custodial, construction, subcontractor, and other service providers, including services outside the Contractor’s direct scope.

• Escalate urgent, recurring, overdue, safety-related, or operationally significant issues to the appropriate authority.

• Maintain clear communication with requestors and stakeholders from intake through completion, including status, outage, access, scheduling, and closure information.

Government Systems, Records, and Administrative Support

• Use customer-approved applications and forms to support contract administration, records management, service delivery, and reporting, including NCMMS and other systems assigned for the work.

• Enter and maintain complete, timely, and accurate service, asset, maintenance, subcontractor, custodial, inspection, permit, certification, and supporting documentation in the appropriate system of record.

• Assist with forms and records in Government applications such as RETA, EASi, ACRE, KAHUA, FENS, and successor systems, as authorized and required.

• Protect Government information, follow applicable IT security policies and desk guides, and maintain required training, credentials, and system access.

Building Access and Customer Support

• Support operation of designated administrative desk locations serving as service-call intake and building-access badge enrollment centers.

• Coordinate Contractor, subcontractor, vendor, and authorized visitor access in accordance with the customer Physical Access Control System policy and site procedures.

• Maintain accurate key, badge, access, and related administrative records; promptly report lost, damaged, or unreturned Government property or credentials.

• Provide professional, courteous support to tenants and Government stakeholders and help resolve or appropriately escalate service concerns.

Operational Monitoring and Emergency Communications

• Monitor service queues, facility notifications, and assigned operational alerts; take action or escalate in accordance with approved procedures.

• Immediately communicate major repairs, outages, life-safety concerns, entrapments, environmental or safety violations, and conditions that may affect facility operations.

• Draft and distribute approved tenant and stakeholder communications concerning facility conditions, projects, outages, service disruptions, and restoration status.

Documentation, Quality Control, and Continuous Improvement

• Maintain desk procedures, call lists, contact rosters, templates, job aids, and records needed for consistent service delivery and transition continuity.

• Review records for completeness, accuracy, timeliness, and proper categorization; help identify repeat calls, backlog, data-quality issues, and service trends.

• Support root-cause review, corrective-action tracking, audit and inspection requests, and continuous-improvement activities under the Contractor’s Quality Control Program.

Performance Reporting and Contract Support

• Compile accurate service-call information for monthly reporting, including activity by building and category, outstanding requests, response performance, recurring issues, and comparisons to prior periods.

• Track performance against applicable service levels and Acceptable Quality Levels, including emergency and routine response, responsiveness to tenant concerns, and timely completion of assigned actions.

• Support contract phase-in and phase-out activities, including orderly transfer of records, call lists, access information, Government-owned data, and other assigned administrative materials.