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Los Angeles County Metropolitan Transportation Authority

Job Specification

HELP DESK COORDINATOR

 

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Pay Grade
BD3
Job Summary
Under moderate supervision, operates the Help Desk and performs essential support duties related to the operations of assigned department such as Building Services or Facilities Maintenance.
Duties and Responsibilities
  • Receives and responds to calls received throughout the day from agency employees who are requesting work orders and general information, and reporting problems
  • Greets and assists walk-in customers throughout the day who require assistance with work-related issues
  • Receives, answers, and follows up with e-mail messages throughout the day
  • Communicates with various Metro departments and various levels of management regarding building or facility related issues and makes referrals to other departments as necessary
  • Operates a computer integrated facility management program to generate demand work orders and planned projects
  • Coordinates with department supervisors or technicians to prioritize and then dispatch technicians to respond to high priority work orders
  • Generates preventive maintenance work orders for maintenance staff
  • Generates demand work order reports for open and closed trouble tickets, and for equipment or service trouble calls for supervision and department management review
  • Contacts and schedules repairs and services performed by outside contractors and follows up with contractor management and technicians
  • Assigns and revokes staff access in the security system for the agency
  • Assigns and monitors building parking garage access for all non-revenue users
  • Processes parking validations and screens for appropriate justification
  • Assists and manages reservations for conference rooms and various spaces; including assisting and suggesting appropriate setup configurations by room and capacity restrictions
  • Assists appropriate staff and/or contractors by fielding calls during emergencies and informs appropriate first responders to Metro properties regarding trouble, safety, and maintenance issues reported to the Help Desk
  • Maintains office equipment, supplies, and stationery in operational readiness; reports machine malfunctions which require service
  • Develops forms, spreadsheets, reports, and reference materials, as requested, by assigned department management
  • Recommends to immediate supervisor ways to improve staff efficiency, accountability, task delegation, and other issues within the department
  • Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out


May be required to perform other related job duties

Essential Knowledge, Skills and Abilities
Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)
  • Multiple facilities throughout Los Angeles County or high-rise building maintenance and various functions within
  • Applicable business software applications

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)
  • Operating a computer terminal
  • Filing materials numerically and alphanumerically
  • Exercising sound judgment in stressful situations
  • Communicating effectively orally and in writing
  • Communicating tactfully and professionally with customers and all levels of management and staff

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)
  • Operate a computer terminal
  • Communicate effectively and properly on two-way radios
  • Handle multiple requests and calls at one time
  • Inquire and fact find quickly
  • Learn and understand standard operating procedures
  • Follow oral and written instructions
  • Read, write, speak, and understand English
Minimum Qualifications
A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes:

Education
  • None required

Experience
  • Three years of relevant clerical experience working in a multitasking, customer service environment with one year of relevant experience working with computer applications involving data entry and record updates; experience in any Facility or Security related computer softwares such as M3, Facility Center CIFM (Computer Integrated Facilities Management), Pinnacle Security and/or FIS is preferred

Certifications/Licenses/Special Requirements
  • None required
Special Conditions
The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.

Working Conditions
  • Typical office situation
  • Close exposure to computer monitors and video screen

Physical Effort Required
  • Sitting at a desk or table
  • Operate a telephone or other telecommunications device and communicate through the medium
  • Type and use a keyboard and mouse to perform necessary computer-based functions
  • Communicating through speech in the English language required
 

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Job GroupJob Class CodeFLSA StatusDate OriginatedDate Revised
Contract-TCU0894Non-Exempt26-NOV-0823-AUG-19

Disclaimer
This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements.

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