Service Desk Clerk
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.
- Document each call and issue work/service tickets.
- Dispatch personnel by phone or radio, as needed.
- Prioritize calls – emergency, urgent or routine — and direct an appropriate response.
- Understand the contract scope of work (SOW) to document and refer work outside the contract SOW to the Operations Manager for guidance.
- Perform and document 100% customer call back to ensure satisfactory resolution of work tickets.
- Perform operator-level preventive maintenance on desktop computer work station.
- Knowledge of the PAE 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 as assigned.
REQUIRED:
- Minimum Acceptable Experience Level: One (1) year experience providing help desk customer service.
·Knowledge, Skills, and Abilities:
- Excellent interpersonal and communication skills.
- Proficiency in Microsoft Professional software with MS Word, PowerPoint, Outlook, Access, and Internet Explorer.
- Ability to work in a fast-paced environment that 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.
- Education: A high school diploma or GED.
- Licenses and Certifications: Valid drivers’ license from Home of Record.
- Security Vetting: Already possess a US Government issued security clearance or Moderate Risk Public Trust (MRPT) or be able to obtain a favorable MRPT certification or US Government
clearance prior to being hired is required for the position. Must maintain eligibility at the required certification or clearance level for the duration of the contract.
- Language Skills: Satisfactory English proficiency to meet job requirements and to adhere and comply with safety, health, and security measures.
- Citizenship: Must be eligible for US Government Clearance.
- Medical: Successfully complete and pass the medical and dental examinations as required by PAE and our customer for deployment to Iraq. Must maintain physical and dental requirements for duration of deployment.
DESIRED:
- Previous experience with Work Orders in Windows (WOW) software is highly desirable.
- One (1) year experience using Maximo.
- Previous out of home country experience is highly desirable and previous work experience in harsh environmental conditions is a plus.
- Experience working with PAE.
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 120- 130 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.
PAE is a drug-free workplace.
PAE is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran 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.
EEO is the Law Poster
EEO is the Law Poster Supplement
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