Help Desk Specialist

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Job Title: Help Desk Specialist

Location: Naval Surface Warfare Center Panama City Division (NSWC PCD), Panama City, FL

Job Summary:

We are seeking a dedicated Help Desk Specialist to provide comprehensive support for the NSWC PCD Facilities Service Desk. This position involves managing service requests to ensure efficient operation and maintenance of facilities, enhancing user satisfaction and operational continuity.

Responsibilities:

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  Service Desk Operations:

  
  
  
  
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    Operate the NSWC PCD Facilities Service Desk from Monday to Friday (excluding Federal Holidays) for 8 hours per day, with core hours between 0900 to 1100 and 1300 to 1500 included.

    
    
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    Receive, record, refer, route, and follow up on service requests through various channels (in-person, telephone, email, or online submissions).

    
    
  
  
  
  
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  Request Management:

  
  
  
  
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    Enter or log service tickets into the provided networked software (currently ARCHIBUS).

    
    
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    Assign and route service tickets to the appropriate functional groups within NSWC PCD.

    
    
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    Investigate service requests open beyond one week to determine current status and expected completion date, re-routing if necessary.

    
    
  
  
  
  
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  Communication:

  
  
  
  
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    Communicate effectively with NSWC PCD personnel across all levels, providing service updates, and ensuring clarity in all interactions both verbally and in writing.

    
    
  
  
  
  
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  Technical Proficiency:

  
  
  
  
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    Proficient in using a computer with the latest Navy-used version of Windows (currently Windows 365).

    
    
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    Ability to type and manage data entry tasks associated with service requests.

    
    
  
  
  
  
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  Reporting:

  
  
  
  
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    Document all activities, updates, and resolutions in the Contract Status Report as required.

    
    
  
  
  
  

Qualifications:

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  Education:

  
  
  
  
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    High school diploma or equivalent; additional education or certification in a related field advantageous.

    
    
  
  
  
  
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  Experience:

  
  
  
  
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    Proven experience in a customer service or help desk role, with at least one year of related experience preferred.

    
    
  
  
  
  
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  Skills:

  
  
  
  
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    Strong organizational skills and the ability to manage multiple tasks concurrently.

    
    
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    Excellent verbal and written communication skills.

    
    
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    Proficiency in Microsoft Office Suite (Outlook, Word, Excel).

    
    
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    Familiarity with help desk software and systems, particularly ARCHIBUS or similar platforms.

    
    
  
  
  
  
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  Security:

  
  
  
  
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    Must be able to regularly access Controlled Unclassified Information (CUI).

    
    
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    Must be a U.S. citizen with the ability to pass a background check suitable for access to Government facilities.

    
    
  
  
  
  

Preferred Skills:

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  Experience with government or military administrative protocols and documentation standards.

  
  
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  Knowledge of facilities management or maintenance procedures.

  
  

*Position is Contingent Upon Award

DAWSON is an Equal Opportunity/Affirmative Action/VEVRAA federal contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

DAWSON offers a best-in-class benefits program including medical, dental, and vision insurance; a 401(k) program with employer match; paid vacation and sick leave; employer-paid basic life and AD&D insurance; an Employee Assistance Program; and a flexible work environment. Additionally, employees can choose from several voluntary benefits including critical illness coverage; accident insurance; identity theft coverage; pet insurance, and more.

DAWSON gives preference to internal candidates. If no internal candidate meets our qualifications, external candidates will be given consideration.