SEC122625D - Help Desk Specialist II (HDS II)

Job Description:

About the Role:

The Help Desk Specialist II (HDS II) provides technical and operational support to Facilities and Space Management teams by monitoring, triaging, and responding to facilities-related requests received via email and phone. This role supports the Facilities Help Desk during standard business hours and serves as a key point of coordination between internal teams, vendors, and service providers to ensure timely, accurate, and high-quality service delivery.

The HDS II plays an active role in work order management, customer service, move coordination support, and facilities operations while maintaining strict response-time and documentation standards.

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 primary point of contact for facilities-related inquiries and concerns, ensuring professional and timely resolution.
• Provide assistance to Facilities and Space Management teams to support successful completion of site-related needs.

Work Order & Request Management

• Create, distribute, and track standardized work orders for facilities, space management teams, subcontractors, and vendors.
• Communicate work orders to appropriate personnel and assist with issue resolution as needed.
• Follow up with requestors to ensure work completion and customer satisfaction.
• Provide regular reports 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.

Vendor, Asset & Logistics Coordination

• Act as liaison with transportation vendors and service providers.
• Coordinate internal procedures with vendors and support on-site facility and space inspections as required.
• Manage paper inventory data by entering counts into established databases and generating inventory and delivery reports.
• Serve as the lead for furniture locking controls, coordinating requests for locks, keys, and access control through designated facilities staff.

Meeting, Event & Move Support

• Coordinate facilities support for large meetings and events in collaboration with customers and Facilities staff.
• Support the Space Management / Relocation Coordinator (SMRC) in evaluating incoming requests related to moves, ergonomic needs, and furniture.
• Assist with coordination of relocation services, including movers, installers, trucks, drivers, and additional support personnel.
• Participate in move coordination activities, including scheduling, site walkthroughs, and identification of furniture requirements.
• Work with team members to communicate office layouts and plans to movers and installers.

Reporting & Administrative Support

• Track and report the status of all Facilities Help Desk requests.
• Provide monthly tracking reports and metrics on Facilities service requests.
• Support Facilities Help Desk, Move Management, Ergonomic Programs, and Transportation Services as needed.
• Operate within assigned authority and do not commit organizational funds.

Required Qualifications:

• 3–5 years of experience in facilities help desk operations, customer support, or administrative coordination.
• Experience managing work orders, service requests, or ticketing systems.
• Strong customer service skills with the ability to meet strict response-time requirements.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Ability to work collaboratively with internal teams, vendors, and service providers.
• Professional demeanor with a service-oriented mindset.

Preferred Qualifications:

• Experience supporting facilities operations, space management, or office relocations.
• Familiarity with IWMS or facilities request management systems.
• Experience coordinating vendors, movers, or transportation services.
• Experience supporting large meetings or events.
• Ability to adapt quickly to new systems, processes, and operational tools.