Maintenance Control- Service Desk Coordinator

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.

• 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.

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

None for this position

Office-based service desk environment supporting field maintenance operations.

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.

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.

Daily local travel between buildings on the installation.

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

• 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.

High school diploma or GED required; some college preferred.

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

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.

None

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.

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.