Service Desk Clerk, Lead

The Service Desk Clerk Lead will be based at one of three Amentum sites in Iraq and serve the Operations and Maintenance Support Services (OMSS) in support of the U.S. Department of State and the DoW.  This position will be responsible for accepting service calls from customers - 24 hours a day, 365 days a year through assigned shift work - and will report to the Site Services Manager. The duties and responsibilities listed below are representative of the nature and level of work assigned and are not necessarily all inclusive.

DUTIES:

• Responsible for maintaining a safe workplace and ensuring that safety is the highest priority in the workplace.

• Comply with all Environmental Health & Safety and Quality Assurance requirements and goals. Provide information and materials to these divisions as necessary to ensure adequate and legal documentation.

• Responsible for establishing detailed work procedures and schedules for accomplishment of Service Desk operations outlined in P.W.S.

• Schedule and supervise staff who must be able to accept service calls 24 hours a day, 7 days a week, 365 days a year by providing a Facility Management Service Desk appropriately staffed.

• Train staff to prioritize calls (emergency, urgent, or routine), document calls, issue work orders, and dispatch service technicians by phone or radio, as needed.

• Train staff in contract scope of work to document and refer work outside of contract scope to the Contracting Officer's Representative (COR) or delegate for clarification.

• Perform 100% customer call back to ensure satisfactory resolution of work orders.

• Input data to run reports from and train staff in use of GMMS/MAXIMO.

• Provide detailed daily, weekly and monthly reports to Site Management.

• Dispatch personnel by phone or radio, as needed.

• Understand the contract scope of work (SOW) to document and refer work outside the contract scope of work to the Site Management for guidance.

• Be knowledgeable of the Amentum rules and regulations as they apply to Service Desk operations, capability to work with a team, ability to work with Service Desk customers effectively and politely as well as handle emergency situations effectively.

• Perform additional duties and projects assigned.

REQUIREQUIRED:

Minimum Preferred Experience Level:

• Two (2) years' experience as a Service Desk Clerk with experience with Global Maintenance Management System (GMMS) software or MAXIMO.

• HOR Drivers license and the ability to obtain and maintain Amentum light vehicle license and operate an automatic and manual vehicle.  

Knowledge, Skills, and Abilities:

• Excellent interpersonal and communication skills.

• Knowledge of principles and processes involved in supporting contract responsibilities at an overseas facility.

• Experience providing excellent customer services.

• Ability to work in a fast-paced environment requires handling multiple    tasks at a given time and rapidly adapting to changing priorities and schedules.

• Cross-cultural sensitivity with an international perspective.

• Excellent organizational and time management skills.

• Ability to become an active and functioning member of a team.

• Must have the ability to be innovative and be an agent for change.

• Expert communication skills to facilitate and disseminate information.

Education: A high school diploma or GED and completed training in Microsoft Office Software (MS Word, PowerPoint, Outlook, Access, and Internet Explorer).

Passports, Licenses and Certifications: As part of pre-contingency requirements, at the time of interview candidates must possess a valid passport or have started the process of obtaining one) with a minimum of 18 months remaining to expiration date with 8 blank pages.

Language Skills: Satisfactory English proficiency to meet job requirements and to adhere and comply with safety, health, and security measures.

Medical: Successfully complete and pass the medical and dental examinations as required by Amentum and our customer for deployment to Iraq. Must maintain physical and dental requirements for duration of deployment. 

DESIRED:

• Two (2) years' experience at Service Desk working with Global Maintenance Management System (GMMS) software and Maximo is highly desirable.

• Previous experience on an overseas government contract.

• Previous work experience in harsh environmental conditions is a plus. Experience working with Amentum.

WORKING AND LIVING CONDITIONS:

This position may be located in a war zone, in an environment with harsh and dangerous working and living conditions. While performing the duties of this job, the employee may regularly be exposed to extreme and austere desert-like environment. Temperatures can reach degrees Fahrenheit/50-55 degrees Celsius during the summer months. Employees must be willing and able to perform regular job requirements in this austere, extreme environment, as well as willing and able to deploy to Iraq for extended periods. Work schedules are a minimum of 6 days per week and 10 hours per day, while some jobs have higher daily and weekly minimums. Employees must be willing and able to perform physical activities including, but not limited to, heavy lifting and moving of items, parts, assemblies, and equipment up to the safety regulation maximum; climbing in and out of equipment; crawling; and working outdoors. This includes being able to lift and carry 40 pounds of personal protective equipment for extended periods of time and being capable of running and 'duck & cover' during emergencies without putting oneself or others at risk.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Amentum is a drug-free workplace.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed,  marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal laws and supplemental language at Labor Laws Posters.