Telecom & ITSM Operations Clerk

People Technology And Processes

Fort Knox (KY)

On-site

USD 35,000 - 49,000

Full time

14 days+

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Job summary

People Technology And Processes seeks a logistics and telecom support specialist at Fort Knox. You will manage supply records, requisition, receive, store, and issue supplies, and conduct inventory control to ensure accuracy.

Responsibilities include handling telecom administration, updating TMS/AESMP tickets, assisting with monthly telecom billing reviews, and providing helpdesk support across shifts. A DoD/federal environment knowledge is a plus.

Qualifications

High school diploma or equivalent; associate degree preferred
Experience in supply, logistics, or warehouse operations
Experience with K&R TMS OS version 5.3.4
1+ year telecom administration, help desk, or data entry
Familiarity with Telephone Management Systems (e.g., Avaya CMS, NEC TMS, or DoD TMS equivalents)
Proficiency in Microsoft Excel, Outlook and Word
Strong attention to detail, organizational skills, and customer service orientation
Ability to handle sensitive information and maintain confidential records

Responsibilities

Maintain supply records and documentation using automated systems.
Requisition, receive, store, and issue supplies and equipment.
Conduct inventory management and reconcile discrepancies.
Ensure compliance with regulatory guidance for supply chain operations.
Track supply orders and monitor backorders or delivery issues.
Coordinate with vendors, logistics personnel, and customers to fulfill requests.
Prepare supply reports and maintain accurate database entries.
Provide Telephone Helpdesk service from 0700 - 1600, five (5) days a week, 52 weeks per year excluding federal holidays.
Provide TMS clean‑up from 1600 to 1700 hours five (5) days a week, 52 weeks per year excluding federal holidays.
Respond to trouble tickets or service orders in the ITSM/AESMP trouble ticket system for all trouble and service requests received. Receive work order documents, whether manual or automated, ensure appropriate time stamping, acknowledge emergency work requests of receipt, assign work to technicians, and document AESMP /TMS.
Answer and respond to Telephone Repair or Add, Move or Change service requests calls and process work orders that come in through Telephone Management System (TMS) and customer calls. The Contractor shall ensure all personnel fulfilling these positions are trained in the administration of the TMS, the Army Enterprise Service Desk (AESD) SNow/AESMP ticketing system and maintain their annual training and certification requirements.
Update the user information assigned to the circuit records in the TMS database on a continual basis as customer requirements emerge.
Process requests for all approved moves, additions, and change requirements. The Contractor shall use the TMS to record the receipt of the work request, materials used, work hours, and completion dates.
Utilize the AESD / Army Enterprise Service Management Platform (AESMP) to create and close an ITSM ticket for each TMS ticket that is generated daily. This ITSM ticket will reflect the TMS ticket number for historical and metric measurements.
Maintain a file of all completed work requests for the life of the task order and make them available at any time to the Government.
Categorize work order requests as either routine or emergency/priority as defined by the current Army Information Technology Portfolio (AITP).
Provide work orders’ status and projected completion data to the Site Manager in an effort to ensure completion of all work requests within the applicable timeframe designated in the AITP.
Accurately maintain the TMS database, including identifying physical location and status of the telephone lines for E911 response purposes.
Use the Government incident TMS for customer‑generated cable‑related work requests, including information in the work request: type of work to be performed, actual work that was performed, the man hours required to perform the work, the parts utilized to perform the work, and the cost of the parts.
Generate hard copies of work requests and work request data, on an as‑needed basis.
Forward all communications trouble tickets to the appropriate work center or branch for fault isolation and problem resolution.
Document all parts and materials, within the ITSM/ AESMP ticketing system, used to complete the work.
Track both trouble tickets and work orders to ensure they are completed, repaired, and installed within the suspense date.
Input, update, and manage telecommunications service records within the TMS.
Track and reconcile inventory of phones, circuits, mobile devices, and telecom‑related assets.
Support service request processing, including installs, moves, adds, and changes (IMACs).
Assist with monthly telecom billing reviews, cost allocations, and discrepancy resolution.
Generate standard and ad‑hoc reports on telecom usage, asset status, and billing summaries.
Maintain accurate user and service databases, ensuring up‑to‑date point‑of‑contact and location data.
Interface with telecom vendors, help desk staff, and end users to resolve service‑related issues.
Assist with documenting standard operating procedures and updating telecom records for audits and compliance.