Facilities Maintenance Coordinator Panama , FL Posted

Five River Analytics, an Akima company, is looking to hire a Facilities Maintenance Coordinator who will provide customer service and administrative support for the Naval Surface Warfare Center Panama City Division (NSWC PCD) Facilities Service Desk. The position serves as a central point of contact for NSWC PCD personnel submitting facility-related service requests and is responsible for receiving, documenting, tracking, routing, and following up on requests through resolution.

The Specialist will receive requests in person, by telephone, email, and online submission and will enter and maintain accurate service ticket information in the Government-provided networked service management system, ARCHIBUS.

The Facilities Maintenance Coordinator will be available Monday through Friday, excluding Federal holidays, for an eight-hour workday that includes NSWC PCD core hours of 0900–1100 and 1300–1500. The position requires regular access to Controlled Unclassified Information (CUI) and requires discretion and adherence to applicable Government policies and procedures for handling and safeguarding CUI.

• Operate and support the NSWC PCD Facilities Service Desk during established business hours and provide responsive, professional customer service to NSWC PCD personnel.
• Receive service requests submitted in person, by telephone, email, or through online systems.
• Accurately document customer requests and enter service tickets into the Government-provided networked software, ARCHIBUS.
• Review service requests to ensure information is complete and sufficient for appropriate action.
• Assign and route service tickets to the appropriate NSWC PCD functional group for resolution.
• Monitor open service requests and maintain accurate ticket status information.
• Investigate service requests that remain open for more than one week to determine current status and anticipated completion dates.
• Follow up with responsible functional groups and customers, as appropriate, to obtain status updates and facilitate timely resolution.
• Re-route service requests when necessary to ensure they are directed to the appropriate functional group.
• Communicate professionally with NSWC PCD personnel both orally, in person and by telephone, and in writing through official email.
• Respond to customer inquiries regarding the status of service requests and provide appropriate updates.
• Maintain accurate and timely records of service desk activities and request status.
• Safeguard CUI and handle information in accordance with applicable NSWC PCD, Department of Defense, and Federal requirements.
• Use Navy-standard computer systems and the current Navy-supported version of Microsoft Windows, currently Windows 365, to perform daily duties.
• Support the preparation and submission of information required for the Contract Status Report (CSR).
• Perform other related service desk and administrative support duties necessary to meet NSWC PCD Facilities Service Desk requirements.

• Must be a US Citizen able to undergo a local and federal background check in order to obtain a Public Trust.
• High school diploma or equivalent required; additional education or technical training in business administration, information technology, facilities management, or a related field is preferred.
• Proven experience maintaining a professional and courteous attitude while providing responsive customer support in person, by telephone, and via official email to any customer issues.
• Experience providing customer service, help desk, service desk, administrative, or similar support in a professional environment.
• Experience using computer-based ticketing, work order, database, or service management systems; experience with ARCHIBUS or similar facilities/work order management software is preferred.
• Proficiency using Microsoft Windows and standard Microsoft Office applications, including Outlook, Word, and Excel.
• Strong verbal and written communication skills, with the ability to communicate effectively with personnel at all levels.
• Strong organizational skills and attention to detail, with the ability to manage multiple service requests and priorities simultaneously.

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