Facilities Help Desk Specialist (Archibus)

Hirebridge; Silver Spring (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

The NOAA Facilities division in Silver Spring seeks a Facilities Help Desk Specialist to be the primary contact for occupants, contractors, and service providers at the Silver Spring Metro Campus. You will manage facility requests in ARCHIBUS and coordinate communications with building stakeholders.

You will maintain records, generate operational reports, and support surge needs during events or emergencies, helping to keep campus operations smooth and compliant.

Responsibilities

• Operate the Facilities and Collaboration Center help desks during business hours, responding to requests by phone, email, walk-in.
• Create, prioritize, route, update, and monitor service requests and work orders in ARCHIBUS through completion.
• Provide timely notifications and maintain accurate service records in NOAA procedures.
• Deliver responsive customer service to NOAA employees, contractors, visitors, and building stakeholders.
• Coordinate communications among building management, ownership representatives, maintenance contractors, security personnel, and service providers.
• Respond to inquiries about building operations, facility services, conference centers, and campus amenities.
• Use ARCHIBUS to manage work requests, track status, and support billing and chargeback activities.
• Maintain service statistics, performance metrics, records, and recurring reports for NOAA leadership.
• Support issue escalation, direct-bill and facilities assessment tracking, key and parking administration, policies and procedures, records management, and special projects.

Job description

The Facilities Help Desk Specialist supports NOAA facilities operations at the Silver Spring Metro Campus. Serving as the primary contact for occupants, contractors, and service providers, this role manages facility service requests and work orders in ARCHIBUS, coordinates communications, maintains accurate records, and supports operational reporting.

Essential Duties and Responsibilities

Facilities Help Desk Operations

• Operate the Facilities and Collaboration Center help desks during business hours, responding to requests received by phone, email, walk-in, or stakeholder communication.
• Create, prioritize, route, update, and monitor service requests and work orders in ARCHIBUS through completion.
• Provide timely notifications and maintain accurate service records in accordance with NOAA procedures.

Customer Service and Stakeholder Coordination

• Deliver responsive customer service to NOAA employees, contractors, visitors, and building stakeholders.
• Coordinate communications among building management, ownership representatives, maintenance contractors, security personnel, and service providers.
• Respond to inquiries about building operations, facility services, conference centers, and campus amenities.

Systems, Reporting, and Operational Support

• Use Archibus to manage work requests, track status and completion, review data accuracy, and support billing and chargeback activities.
• Maintain service statistics, performance metrics, operational records, and recurring reports for NOAA leadership and the COR.
• Support issue escalation, direct-bill and facilities assessment tracking, key and parking administration, policies and procedures, records management, and special projects.
• Provide surge support during emergencies, relocations, special events, or high-volume periods and contribute to process improvements.