Facilities Help Desk Specialist (Archibus)

The Building People; Silver Spring (MD); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical & Rx

Dental

Vision

Flexible Spending Accounts

401(k) Retirement Plan

Life Insurance/AD&D

Long Term Disability

Short-Term Disability

Paid Time Off

Holiday Pay

Job summary

The Building People is seeking a Facilities Help Desk Specialist to support NOAA facilities operations at the Silver Spring Metro Campus. You will be the primary contact for occupants, contractors, and service providers, and you will manage facility service requests and work orders in ARCHIBUS.

Responsibilities include operating the help desks, prioritizing and routing requests, providing timely notifications, and maintaining accurate records.

Qualifications

• Bachelor's degree in facilities management, business or public administration, property management, information systems, construction management, or a related field; an equivalent combination of education and relevant experience may be considered.
• Two to five years of experience supporting a facilities or service help desk, property management, facilities management, or building operations.
• Experience using Archibus or another CMMS/IWMS platform and providing customer service in a professional office environment.

Responsibilities

• Operate the Facilities help desks during business hours, responding to requests 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.
• 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 billing/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.

Skills

Archibus CMMS/IWMS

Customer service

Data entry

Reporting

MS Office

Education

Bachelor's degree in facilities management or related field

Tools

ARCHIBUS

CMMS/IWMS

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.

Required Qualifications

• Bachelor's degree in facilities management, business or public administration, property management, information systems, construction management, or a related field; an equivalent combination of education and relevant experience may be considered.
• Two to five years of experience supporting a facilities or service help desk, property management, facilities management, or building operations.
• Experience using Archibus or another CMMS/IWMS platform and providing customer service in a professional office environment.

Preferred Qualifications

• Archibus training or certification and experience supporting federal facilities or agencies.
• Familiarity with on-demand work, preventive maintenance, space management, facilities metrics, and chargeback or billing processes.

Key Skills

• Working knowledge of Archibus or similar facilities systems, Microsoft Office, data entry, and reporting.
• Strong customer service, communication, organization, multitasking, teamwork, and attention to detail.
• Knowledge of facilities operations, work-order management, and administrative recordkeeping.

Security Requirements

• Must be able to pass a NOAA background investigation (NACI), and obtain and maintain facility access credentials.
• Salary offered will be commensurate with the candidate's experience, qualifications, and certifications.
• Our positions may require a background screening and clearance directly from the Government.
• Please note that telework arrangements are subject to change based on customer requirements.

Additional Information

Competitive benefits for eligible employees include:

• Medical & Rx
• Dental
• Vision
• Flexible Spending Accounts
• 401(k) Retirement Plan
• Life Insurance/AD&D
• Long Term Disability and Short-Term Disability
• Paid Time Off
• Holiday Pay

All positions require a background check after acceptance of our offer. The selected candidate will be eligible to begin employment before the background check has been finalized. However, continued employment will be contingent upon the results of your reference/background check from The Building People, LLC. Your position may require special credentialing, clearance, and access as a condition of employment. In the event the government or client does not sponsor or approve your clearance, it may result in termination of your employment.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [e-mail] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-email address.

For more information, view the EEO is the Law Poster and Pay Transparency Statement.