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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Facilities Service Desk Administrator - **Company:** Dexterra - **Location:** Nashville, TN, United States - **Contract:** Permanent contract - **Skills:** Microsoft Access, Computerized Maintenance Management Systems, Information Systems, Office365, Performance Monitor - **Published:** October 17, 2026 - **Apply:** https://jobs.smartrecruiters.com/Dexterra/744000156021823-facilities-service-desk-administrator- ## About the Role * High school diploma or equivalent required; associate degree or technical training in business administration, facilities management, information systems, or a related field preferred. * Experience in a service desk, facilities helpdesk, call center, property-management office, or comparable customer-support environment. * Ability to support continuous service-request intake and work assigned shifts, including after-hours, weekends, or holidays when required by the staffing plan. * Proficiency with Microsoft 365 applications and experience using computerized maintenance management, work-order, ticketing, records-management, or project-management systems. * Strong customer service, written and verbal communication, prioritization, data-entry, records-management, and problem-escalation skills. * Ability to follow emergency, safety, security, privacy, and information-system procedures and to handle Government and tenant information appropriately. * Ability to obtain and maintain required customer credentials, annual training, HSPD-12 clearance, building access, and Government system access, as applicable to assigned duties. * Familiarity with federal facilities operations, NCMMS, administrative systems, physical access control, quality control, or performance-based contracts is preferred., * Teamwork * Results orientation/operational excellence * Holding self and other accountable * Operational business thinking ## Description The Facilities Service Desk Administrator supports delivery of Integrated Facilities Management services across customer-owned facilities in Tennessee. The position serves as a central point of contact for facility service requests, maintains accurate records in Government-approved systems, coordinates building access and response activities, communicates service status to stakeholders, and supports timely, safe, and compliant resolution of operational issues., * Receive and manage facility service requests by phone, email, approved Government systems, and other designated channels. * Provide continuous service-request intake and coordinate dispatch for emergencies involving life safety, entrapments, critical system failures, or potential damage to federal property. * Log, classify, prioritize, route, monitor, and close service requests in accordance with contract requirements, approved procedures, and applicable response-time standards. * Coordinate responses performed by facilities engineering, custodial, construction, subcontractor, and other service providers, including services outside the Contractor's direct scope. * Escalate urgent, recurring, overdue, safety-related, or operationally significant issues to the appropriate authority. * Maintain clear communication with requestors and stakeholders from intake through completion, including status, outage, access, scheduling, and closure information. Government Systems, Records, and Administrative Support * Use customer-approved applications and forms to support contract administration, records management, service delivery, and reporting, including NCMMS and other systems assigned for the work. * Enter and maintain complete, timely, and accurate service, asset, maintenance, subcontractor, custodial, inspection, permit, certification, and supporting documentation in the appropriate system of record. * Assist with forms and records in Government applications such as RETA, EASi, ACRE, KAHUA, FENS, and successor systems, as authorized and required. * Protect Government information, follow applicable IT security policies and desk guides, and maintain required training, credentials, and system access. Building Access and Customer Support * Support operation of designated administrative desk locations serving as service-call intake and building-access badge enrollment centers. * Coordinate Contractor, subcontractor, vendor, and authorized visitor access in accordance with the customer Physical Access Control System policy and site procedures. * Maintain accurate key, badge, access, and related administrative records; promptly report lost, damaged, or unreturned Government property or credentials. * Provide professional, courteous support to tenants and Government stakeholders and help resolve or appropriately escalate service concerns. Operational Monitoring and Emergency Communications * Monitor service queues, facility notifications, and assigned operational alerts; take action or escalate in accordance with approved procedures. * Immediately communicate major repairs, outages, life-safety concerns, entrapments, environmental or safety violations, and conditions that may affect facility operations. * Draft and distribute approved tenant and stakeholder communications concerning facility conditions, projects, outages, service disruptions, and restoration status. Documentation, Quality Control, and Continuous Improvement * Maintain desk procedures, call lists, contact rosters, templates, job aids, and records needed for consistent service delivery and transition continuity. * Review records for completeness, accuracy, timeliness, and proper categorization; help identify repeat calls, backlog, data-quality issues, and service trends. * Support root-cause review, corrective-action tracking, audit and inspection requests, and continuous-improvement activities under the Contractor's Quality Control Program. Performance Reporting and Contract Support * Compile accurate service-call information for monthly reporting, including activity by building and category, outstanding requests, response performance, recurring issues, and comparisons to prior periods. * Track performance against applicable service levels and Acceptable Quality Levels, including emergency and routine response, responsiveness to tenant concerns, and timely completion of assigned actions. * Support contract phase-in and phase-out activities, including orderly transfer of records, call lists, access information, Government-owned data, and other assigned administrative materials.