The Service Desk Clerk will be based at one of Amentum sites in Iraq and serve the Operations and Maintenance Support Services (OMSS) in support of the U.S. Department of State. This position will be responsible for accepting service calls from customers - 24 hours a day, 365 days a year – through assigned shift work and will report to the Site Services Manager. The duties and responsibilities listed below are representative of the nature and level of work assigned and are not necessarily all inclusive. **DUTIES:** + Responsible for maintaining a safe workplace and ensuring that safety is the highest priority in the workplace. + Comply with all Environmental Health & Safety and Quality Assurance requirements and goals. Provide information and materials to these divisions as necessary to ensure adequate and legal documentation. + Receive, interpret, and document requests for maintenance, service, and construction activities via phone calls, walk-ins, and emails. + Document each call and issue work order/service tickets in GMMS (Global Maintenance Management System) or Maximo. + Process, track, and manage data in GMMS to include tracking open service tickets and generating reports. + Dispatch personnel by phone, email, or radio, as needed. + Prioritize calls - emergency, urgent, or routine - and direct an appropriate response. + Understand the contract scope of work (SOW) to document and refer work outside the contract SOW to the Operations Manager for guidance. + Perform and document 100% customer call back to ensure satisfactory resolution of work tickets. + Perform operator-level preventive maintenance on desktop computer workstation. + Knowledge of the Amentum rules and regulations as they apply to Service Desk operations, capability to work with a team, ability to work with Service Desk customers effectively and politely as well as handle emergency situations effectively. + Perform additional duties and projects as assigned. **REQUIRED:** + **Minimum Acceptable Experience Level:** One (1) year experience providing help desk customer service. + **Knowledge, Skills, and Abilities:** + Excellent interpersonal and communication skills. + Proficiency in Microsoft Professional software with MS Word, PowerPoint, Access, and Internet Explorer. + Ability to fully understand and operate GMMS. + Advanced level Microsoft Excel and Outlook skills. + Ability to accurately discern customer requests and/or concerns as well as efficiently and accurately route to the appropriate department. + Ability to provide effective customer service skills when responding to customers via phone and email resulting in positive feedback. + Ability to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules. + Cross-cultural sensitivity with an international perspective. + Excellent organizational and time management skills. + Ability to become an active and functioning member of a team. + Must have the ability to be innovative and be an agent for change. + **Education:** A high school diploma or GED. + **Passport and Certifications:** As part of pre-contingency requirements, **by the time the visa process starts** , candidates must possess a valid passport with a minimum of 18 months remaining to expiration date with 8 blank pages. + **Security Vetting:** No clearance requirement but must be able to obtain and maintain facility credentials/authorization to be approved for access. + **Language Skills:** Satisfactory English proficiency to meet job requirements and to adhere and comply with safety, health, and security measures. + **Medical:** Successfully complete and pass the medical and dental examinations as required by Amentum and our customer for deployment to Iraq. Must maintain physical and dental requirements for duration of deployment. **DESIRED:** + Two (2) years’ experience providing help desk customer service. + Previous experience utilizing GMMS, CMMS, Maximo, WOW, or similar maintenance management systems. + General knowledge of maintenance/construction trades or maintenance activities and trade used terminology. + Previous experience in a trades, construction, or maintenance environment. + Previous out of home country experience is highly desirable and previous work experience in harsh environmental conditions is a plus. + Licenses: Valid drivers’ license. + Experience working with Amentum. **OTHER RESPONSIBIITIES:** **Safety** - Amentum enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe work environment. As appropriate, each employee is responsible for completing all training requirements and fulfilling all self-aid/buddy aid responsibilities, participating in emergency response tasks, and serving on safety committees and teams. **Quality** - Quality is the foundation for the management of our business and the keystone to our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts. Each employee must read and understand his/her Quality Management and Customer Satisfaction responsibilities. **Procedure Compliance** - Each employee must read, understand, and implement the general and specific operational, safety, quality and environmental requirements of all plans, procedures and policies pertaining to job. **WORKING AND LIVING CONDITIONS:** This position may be located in a war zone, in an environment with harsh and dangerous working and living conditions. While performing the duties of this job, the employee may regularly be exposed to extreme and austere desert-like environment. Temperatures can reach 120- 130 degrees Fahrenheit/50-55 degrees Celsius during the summer months. Employees must be willing and able to perform regular job requirements in this austere, extreme environment, as well as willing and able to deploy to Iraq for extended periods. Work schedules are a minimum of 6 days per week and 10 hours per day, while some jobs have higher daily and weekly minimums. Employees must be willing and able to perform physical activities including, but not limited to, heavy lifting and moving of items, parts, assemblies, and equipment up to the safety regulation maximum; climbing in and out of equipment; crawling; and working outdoors. This includes being able to lift and carry 40 pounds of personal protective equipment for extended periods of time and being capable of running and ‘duck & cover’ during emergencies without putting oneself or others at risk. Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed, marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal laws and supplemental language at Labor Laws Posters (https://postings.govdocs.com/#/vxSkbztPuAwwxfs) .