Customer Support Specialist

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Job Summary

This position is responsible to manage simple to complex facility utility outages; develop requirements and obtain approval for Authorized Outage Requests; minimize facility maintenance impacts on NGA mission production, provide effective customer service and achieve customer satisfaction by delivering services in a professional, courteous, and timely manner for our National Geospatial-Intelligence Agency (NGA) West Base Operations Support Contract.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Schedule and provide support to all conferences, meetings, and other events/activities to be held at NCW. Document all cancellations and re-scheduling of conferences. This duty shall include taking and keeping an inventory of Conference Rooms and reporting any needed maintenance or repairs, either IT or Building related.

• Coordinate with hosts and host organizations to understand and gather the facility-related requirements, plans and expectations of each event. Attend planning/status meetings as necessary, and provide advice and recommendations on all facility related resources, processes, policies, etc. Submit required Work Requests to Facilities Service Desk to support event planning and execution.

• Perform and/or coordinate all facility-related tasks and requirements, based on the hosting organization's requirements for events. Coordinate with other functional organizations, i.e., protocol, information technology, corporate communications, security, police, deliveries, and others as required; ensuring events are supported completely and seamlessly.

• Ensure timely notification and coordinate with the NGA Police on all approved parking reservations and arrange for special signage or "blocking off" of parking areas as required to accommodate large groups of visitors, special guest visits (coordinated with NGA Protocol, as necessary), construction/maintenance projects, large-scale deliveries, and other occasions when temporary parking adjustments are required. Maintain parking plans and diagrams for parking areas at 2nd St and Arnold, update as necessary.

• Submit, coordinate and track, from start to finish, Authorized Outage (AO) Requests. The effort required for this task may vary widely, depending on whether the scope and impact are considered minor or significant. Coordinate requests for scheduled or non-scheduled facility utility outages, validate requirements with requestor and the Government AO Coordinator (or their designee), production areas and employees, and coordinate with affected areas. This duty includes weekend work, sometimes on-site, sometimes off-site.

Additional Responsibilities

• Attend all AO meetings and coordinate with project managers (PM)/requestors and representatives from the impacted areas to determine acceptable time frames and resolve scheduling conflicts.

• Prepare and compile briefing slides and other documents, and delivery of briefings

• Communicate technical details and impacts of the AO clearly to a broad audience with various levels of facility knowledge.

• Maintain availability (on-call) for problem resolution during planned and unplanned minor facility outages and notify specified points of contact upon project completion.

• Participate on NGA Command and Control Team and act as liaison between NGA and ServiceSource during major facility outages.

• Coordinate facility and room access to enable janitorial and maintenance subcontractors to perform work in accordance with contract.

• Perform various administrative/office duties such as printing, scanning, laminating, etc.

• Provide general customer support to direct customers and office visitors.

• Perform other related duties as assigned.

Qualifications: Education, Experience, and Certification(s)

• Bachelors' Degree in Communication, Marketing, or other related business fields preferred.

• Associate Degree in related field with 3 years' experience preferred

• High School diploma or state certified equivalent with 5 years' experience in related customer support positions required.

• Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.

Knowledge, Skills, and Abilities

• Must be able to work with people internally and externally at all levels of an organization.

• Proficiency in Microsoft Office, with the ability to become familiar with corporate specific programs and software.

• Excellent oral and verbal communication skills

• Knowledge of grammar, spelling capitalization, punctuation, sentence structure and proper format.

• Ability to track a wide variety of programs and details simultaneously.

• Detail-oriented and able to carry out work with the highest levels of accuracy.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee must be able to climb up to six flights stairs during weekend events, emergencies, emergency drills, and power outages. The position may require extensive walking. The employee may occasionally lift or move office products and supplies, up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.

ServiceSource is a leading nonprofit disability resource organization with programs and operations in 12 states and the District of Columbia. ServiceSource has regional offices located in Delaware, Florida, North Carolina, and Virginia. Collectively, the organization serves more than 25,000 individuals with disabilities annually through a range of innovative and valued employment, training, habilitation, housing and other support services. Our proven collaborative approach helps foster a more inclusive and supportive community where individuals with disabilities can succeed and thrive. Strategic partnerships with local community businesses, government entities and nonprofits help bridge the gaps for individuals with disabilities, creating sustainable opportunities that benefit the entire community and result in greater independence for the individual.

To learn more, you may click on the following video link: https://www.youtube.com/watch?v=hLeXVPuKm1Y&t=48s

4 Easy Steps to Apply

Step 1:Apply online to an open position.

If you need reasonable accommodation to complete the application process please contact the Program Outreach Specialist in your region using the list below.

Step 2: Submit completed Introductory Data Sheet and Resume to a local ServiceSource contact

Step 3: Submit Comprehensive Release form to a local ServiceSource contact

Step 4: Submit Documentation of Disability letter to a local ServiceSource contact

Program Outreach Specialists by Location

Aurora/Colorado Springs, Colorado

(719) 510-2328

Co-Jobs@servicesource.org

Fort Worth, Texas

(571) 455-8541

Tx-jobs@servicesource.org

Newport News/Fort Eustis, Virginia

(757) 503-1222

FtEustis-jobs@servicesource.org

Northern Virginia, Washington, DC, Maryland

(703) 970-3697

VAMDDC-Jobs@servicesource.org

Northern Virginia/Quantico/Washington, DC - Food Services

(571) 455-0195

Jobs-VA-FoodService@servicesource.org

St. Louis, Missouri

(314) 202-9199

Stl-jobs@servicesource.org

Boyers, Pennsylvania

(571) 455-8541

Boyers-jobs@servicesource.org

North Carolina/Kentucky

(910) 826-4699 ext. 4699

Jobs-NCKY@servicesource.org

Florida

(727) 538-7370

Jobs-FL@servicesource.org

DE, PA, MD and TX

(302) 765-1259

Jobs-DEPAMDTX@servicesource.org

NOTICE TO APPLICANTS

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic Information & Testing, Family & Medical Leave, Sexual Orientation and Gender Identity or Expression, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.

We are a drug-free workplace. Pre-employment background checks, including E-Verify, are required for all employment positions.

Do you need a reasonable accommodation to apply to a career opportunity online? Please click here to view a list of Regional Office locations. Please ask to speak with Human Resources.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.