Help Desk Specialist I (HDS I) provides technical expert advice, guidance, and assistance to the Chief, Facilities Branch Chief, and Facilities Branch Team Lead on matters to support the Facilities Help Desk in monitoring and responding to the Facilities mailbox e-mails and monitoring the Facilities requests over the phone. The Facilities mailbox requires support.

RESPONSIBILITIES

Serve as a key point of contact for customer inquiries and concerns, ensuring a timely and quality service response. Adhere to the client standard of a maximum 15-minute response time for all emails or requests.
Actively communicate work orders to appropriate staff, collaborate with the Facilities Coodinator (FC) and HDS II to coordinate support services (e.g., material handlers, installers, drivers), and assist management in resolving service problems.
Use the defined PC/work order system, email platform, and client systems for daily tasks.
Participate in the planning, coordination, and execution of move and relocation projects, actively assisting the FC with implementation.
Serve as a liaison between movers and OIT contractors and interact with other client teams to successfully relocate individuals and departments.
Assist the FC in managing the move schedule and furniture requests, including preparing tickets, verifying inventory, and working with move contractors.
Independently assist administrative officers on smaller projects and work with the Facilities Branch furniture lead on larger projects. Develop and implement move coordination schedules, strategies, and special requirements for relocations.
Participate in the physical installation, removal, and relocation of furniture. Work with contractors and Facilities staff to install new furniture or reconfigure existing systems furniture components.
Conduct site walk-throughs with the FC to identify and verify furniture requirements prior to moves. Participate in the validation of furniture levels against the Administrative Regulations for each employee grade.
Ensure no excess components or hardware are left behind, that all surfaces are cleaned, and that all locking components have keys. Create and provide a punch list of any remaining issues to Facilities Branch furniture specialists.
Collaborate with the FC, HDS II, contractors, and staff to obtain and communicate necessary office layouts to movers and installers.
Provide reports on open and closed work orders and check status with the assigned teams/individuals.
Maintain files for all work orders, proposals, and department records.
Communicate necessary internal procedures to vendors and assist with facility/space inspections as required.
Provide essential support for all core programs: Facilities Help Desk, Move Management, Ergonomic Programs, and Transportation Services.

REQUIREMENTS

Associate’s degree in related field
Minimum of 2 years of experience in a customer support role
Ability to communicate effectively with clients and team members
Excellent problem-solving skills
Experience working in an Agile development environment is a plus
Ability to work independently and in a team environment

Minimum Required:

US Citizen (Required due to federal client contracts).
Must be based in the United States with ability to travel onsite.
Must provide past professional references within the last 5 years.
Ability to obtain federal security clearance if required.

OUR COMPANY - Our commitment to You

Redd Solutions is a Washington, DC metro area consulting firm where we believe your success is intrinsically linked to ours. We partner with federal, state, and local government agencies, alongside private sector clients, to deliver transformative modernization projects across technology, operations, and business.

Our culture is built on flexibility, collaboration, and a people-centered approach. We foster a workplace where every team member is valued, learning is continuous, and contributions directly impact our company's growth and mission. Our company values — Delivering Excellence, One-Team Mindset, Professionalism, Best in Class and Innovation — guide everything we do. If you're a professional ready to bring your expertise to impactful, mission-driven work, we encourage you to apply.

Redd Solutions is an E-Verify employer committed to diversity and equal opportunity for all qualified applicants.

REDD SOLUTIONS

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Help Desk Specialist I