Service Desk Technician

Description

Job Description

The Multi-Domain Solutions (MDS) division at Leidos is seeking a Service Desk Technician who serves as the first point of contact for facility-related service requests, providing frontline support for building maintenance issues, service scheduling, and space management inquiries. This role plays a key part in ensuring smooth building operations by coordinating with internal teams, technicians, vendors, and building managers to resolve requests efficiently and maintain a safe, functional environment.

Primary Responsibilities:

• Respond to and process incoming facility service requests, work orders, and general inquiries via phone, email, or service management systems.
• Provide support for maintenance-related issues including custodial, HVAC, electrical, plumbing, and general repairs.
• Coordinate with internal technicians, external vendors, and building managers to ensure timely and accurate resolution of service tickets.
• Maintain detailed records of service activities, preventive maintenance schedules, and facility asset information.
• Provide regular status updates to requesters and escalate urgent or unresolved issues as needed.
• Support facilities operations such as building access requests, conference room setups, and move coordination.
• Assist in the creation of reports and performance metrics related to service level agreements (SLAs).
• Ensure adherence to safety, security, and operational standards during all service desk activities.
• Monitor and respond to facility service requests submitted via phone, email , or a Computerized Maintenance
• Management System (CMMS) such as SAP, Maximo, Archibus, or TRIRIGA. Create, assign, and track work orders for maintenance,

• TS/SCI w/ Poly Clearance is required
• High school diploma or equivalent required; associate degree or certification in facilities management, construction, or a related field preferred.
• 4+ years of relevant experience in facilities operations, building maintenance, or project coordination.
• Demonstrated experience in Facility Management, including daily operations, preventive maintenance, and space utilization.
• Basic knowledge of Building Codes, Safety Standards, and compliance regulations.
• Experience with Routine Maintenance, Facility Maintenance, and oversight of key infrastructure systems (e.g., HVAC, plumbing).
• Strong organizational and communication skills, with the ability to coordinate tasks across multiple internal and external stakeholders.
• Working knowledge of Vendor Management and service contract administration.
• Proficiency with Microsoft Office and facility management software (e.g., CMMS or equivalent systems).

• Bachelor's degree in Facilities Management, Engineering, Construction Management, Business Administration, or a related field.
• 6+ years of progressive experience in facilities planning and operations across multiple sites or complex environments.
• Demonstrated success in Project Management, including Project Planning, Project Scheduling, and execution of space allocation or construction projects.
• Experience with Contract Management, including negotiation, execution, and oversight of service-level agreements.
• Proven ability to develop and implement long-range space planning strategies aligned with organizational growth and operational needs.
• Familiarity with HVAC Systems, Plumbing, and other critical building infrastructure components.
• Knowledge of Workforce Planning and collaboration with HR or department leads for space/resource forecasting.
• Budget management experience, including cost control, financial forecasting, and identifying cost-saving opportunities.
• Strong interpersonal skills for providing counsel to internal leadership and managing vendor or contractor relationships.