Facilities Help Desk Specialist
About The Position
The Facilities Maintenance Specialist supports corporate and franchise stores, in-house maintenance technicians, and vendors through telephone, email, and ServiceNow tickets. The role answers calls, creates and processes work orders, monitors equipment, and provides level 1 troubleshooting for devices both on and off the network. It requires clear verbal and written communication and the ability to de-escalate upset callers. The department provides support to stores 24 hours a day, 7 days a week, 365 days a year. The position also follows environmental and safety regulations related to fuel use at stores, including monitoring Automatic Tank Gauges and addressing fuel spills. It provides onsite support to nearby stores once per quarter, and may involve evenings, nights, weekends, holidays, and overtime according to business needs and a set schedule.
Requirements
- High school diploma or GED.
- Customer-focused approach, with the ability to work issues through to resolution or ensure they are assigned to the appropriate resolution team.
- Ability to conduct company business professionally and ethically.
- Ability to explain troubleshooting procedures to a non-technical audience.
- Understanding of basic computer functions.
- Experience with Word, Excel, and other Microsoft Office applications.
- Willingness to work through communication barriers.
Nice To Haves
- Knowledge of ServiceNow.
- Bilingual ability.
Responsibilities
- Use ServiceNow to create, track, and research incidents and work orders.
- Provide level 1 troubleshooting for equipment on and off the network to help store personnel resolve issues and avoid unnecessary work-order dispatches.
- Proactively monitor networked food, beverage, fuel, HVAC, and other equipment.
- Follow environmental and safety regulations for fuel use at stores, including monitoring Automatic Tank Gauges and addressing fuel spills.
- Answer calls from stores, technicians, and vendors and meet department metrics.
- Process rejected work orders in a timely manner.
- Research charge disputes.
- Respond to email requests from other departments, stores, and vendors.
- Create bulk work orders upon request.
- Research and correct work orders that fail because of incorrect categorization, location, or other errors.
- Submit suggestions to improve the team knowledge base.
- Take professional development classes as directed by leadership.
- Provide onsite support to stores in the neighboring area once per quarter.
- Complete additional projects as requested by the supervisor.
- Work overtime as needed.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
