Help Desk Specialist II

The Help Desk Specialist II (HDS II) serves as the technical expert and primary advisor to the Chief, Facilities Branch Chief, and the Space Management/IWMS team. This role provides crucial guidance and assistance to ensure efficient operation of the Facilities Help Desk, primarily by monitoring and expertly responding to all incoming requests via the Facilities email mailbox and phone line.

RESPONSIBILITIES

• Serve as a primary point of contact for the Facilities Help Desk, handling and disseminating all incoming email and phone requests from Headquarters and regional offices. Ensure timely and quality service, maintaining a maximum response time of 15 minutes for all email or service requests.
• Create and disseminate uniform work orders to facility/space teams, subcontractors, and vendors. Track all work orders, provide reports on open and closed statuses, and follow up with requestors to ensure customer satisfaction and issue resolution.
• Maintain organized files for all work orders, proposals, and departmental records, and communicate necessary internal procedures to vendors.
• Communicate work order details to appropriate staff and assist management in resolving complex problems or service disputes.
• Support the Facilities Coordinator (FC) and Help Desk Specialists (HDS I) in all aspects of move management. This includes developing and implementing move coordination schedules, strategies, and special requirements for all relocation projects.
• Assist the FC by coordinating with administrative officers and the Facilities Branch furniture lead on small and large projects, respectively. Coordinate the request and deployment of logistical services, including material handling laborers, trucks, drivers, and furniture installers.
• Conduct site walk-throughs to verify existing conditions and identify furniture requirements prior to a move. Collaborate with staff and contractors to obtain and communicate final office layouts to movers and installers.
• Provide necessary support across all key programs: Facilities Help Desk, Move Management, Ergonomic Programs, and Transportation Services.
• Serve as the lead coordinator for furniture locking mechanisms, managing requests, ordering required locking devices and keys, and ensuring secure access to files and items.
• Input Headquarters paper inventory data into the established database, implementing a system for proper counts to maintain adequate stock levels, and providing paper delivery reports to Facilities staff.
• Act as the liaison with the client's transportation contract/vendor.
• Coordinate large meetings and events at the client with the customer and other Facilities staff members.
• Support the FC by assisting in the evaluation of all incoming Help Desk and management requests related to moves, furniture, and ergonomic evaluations/equipment.
• Assist with facility and space inspections on site(s) as required.
• Provide general assistance to the management teams to ensure the successful and timely completion of all facility site needs.
• Deliverables: Monthly tracking and reports for status of all Facilities requests.

REQUIREMENTS

• Associate’s degree in related field
• Minimum of 5 years of experience in a help desk or customer service role
• Ability to communicate effectively with clients and team members
• Excellent problem-solving skills
• Experience working in an Agile development environment is a plus
• Ability to work independently and in a team environment

Minimum Required:

• US Citizen (Required due to federal client contracts).
• Must be based in the United States with ability to travel onsite.
• Must provide past professional references within the last 5 years.
• Ability to obtain federal security clearance if required.

OUR COMPANY - Our commitment to You

Redd Solutions is a Washington, DC metro area consulting firm where we believe your success is intrinsically linked to ours. We partner with federal, state, and local government agencies, alongside private sector clients, to deliver transformative modernization projects across technology, operations, and business.

Our culture is built on flexibility, collaboration, and a people-centered approach. We foster a workplace where every team member is valued, learning is continuous, and contributions directly impact our company's growth and mission. Our company values — Delivering Excellence, One-Team Mindset, Professionalism, Best in Class and Innovation — guide everything we do. If you're a professional ready to bring your expertise to impactful, mission-driven work, we encourage you to apply.

Redd Solutions is an E-Verify employer committed to diversity and equal opportunity for all qualified applicants.