SEC122625E - Help Desk Specialist I (HDS I)

Job Description:

About the Role:

The Help Desk Specialist I (HDS I) provides frontline operational and technical support for Facilities Help Desk operations. This role is responsible for monitoring and responding to facilities-related requests received via email and phone during standard business hours. The HDS I supports Facilities and Space Management teams by assisting with work order coordination, move and relocation activities, furniture support, and day-to-day facilities services.

This position works closely with relocation coordinators, senior help desk staff, and facilities teams to ensure timely response, accurate execution of requests, and high-quality customer service.

Key Responsibilities:

Facilities Help Desk Operations

• Monitor and respond to Facilities Help Desk email and phone requests during assigned business hours.
• Maintain a maximum response time of 15 minutes for incoming requests.
• Serve as a frontline point of contact for facilities-related inquiries, ensuring timely and professional service.
• Provide assistance to Facilities and Space Management teams to support successful completion of site-related needs.

Work Order & Request Coordination

• Create and communicate work orders using designated work order and request management systems.
• Communicate work orders to appropriate staff, contractors, and vendors.
• Track and follow up on open and closed work orders and verify task status with assigned teams.
• Maintain accurate files and documentation for work orders, proposals, and departmental records.
• Assist management in resolving issues related to facilities requests.

Move, Relocation & Furniture Support

• Participate in planning, coordination, and execution of move and relocation projects.
• Assist the Space Management / Relocation Coordinator (SMRC) with coordination and implementation of move activities.
• Serve as liaison between movers, IT teams, and other support groups during relocation efforts.
• Support installation, removal, relocation, and reconfiguration of furniture and workstations.
• Verify proper assembly, cleanliness, and completeness of furniture installations; ensure locking components are functional and accounted for.
• Identify and document issues through punch lists and coordinate resolution with facilities furniture specialists.
• Assist with managing move schedules, furniture requests, and inventory verification.
• Participate in site walkthroughs to identify furniture needs prior to moves.
• Verify and validate furniture configurations align with established administrative furniture standards.

Coordination & Administrative Support

• Work collaboratively with Help Desk Specialist II and other team members to coordinate services such as movers, installers, trucks, drivers, and additional help desk personnel.
• Assist with coordination of small relocation projects independently and support larger projects in collaboration with facilities leads.
• Support communication of office layouts and plans to movers and installers.
• Utilize designated systems for work orders, email communication, and facilities operations.
• Provide support for Facilities Help Desk, Move Management, Ergonomic Programs, and Transportation Services as required.
• Operate within assigned authority and do not commit organizational funds.

Required Qualifications:

• 1–3 years of experience in facilities support, help desk operations, or administrative coordination.
• Strong customer service skills with the ability to meet strict response-time standards.
• Experience supporting work orders, service requests, or ticketing systems.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks in a fast-paced, service-oriented environment.
• Effective written and verbal communication skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Ability to work collaboratively with internal teams, contractors, and vendors.
• Professional demeanor and willingness to learn.

Preferred Qualifications:

• Experience supporting office relocations, furniture installations, or facilities operations.
• Familiarity with facilities, space management, or IWMS-related systems.
• Experience coordinating movers, installers, or logistics services.
• Ability to read basic layout drawings or furniture plans.
• Experience working in large corporate, institutional, or government office environments.