Human Resources - Job Classification Specification

Los Angeles County Metropolitan Transportation Authority

Job Classification Specification

HELP DESK COORDINATOR
Pay Grade BC1

Basic Function

Under moderate supervision, operates the Help Desk and performs essential support duties related to the operations of assigned department such as Building Services or Facilities Maintenance.

Classification Characteristics

Supervised by: Director, Maintenance; Facilities Maintenance Supervisor; General Services Supervisor

Supervises:

FLSA: Non-Exempt

Work Environment
In order to achieve Metro’s goals in support of its mission, potential candidates are required to commit and continuously practice and demonstrate the following work values:

Safety – To ensure that our employees, passengers and the general public’s safety is always our first consideration.
Service Excellence – To provide safe, clean, reliable, on-time, courteous service for our clients and customers.
Workforce Development – To make Metro a learning organization that attracts, develops, motivates and retains a world-class workforce.
Accountability for Performance and Fiscal Responsibility – To manage every taxpayer and customer-generated dollar as if it were coming from our own pocket and ensure the highest possible return on investment.
Innovation and Technology – To actively participate in identifying best practices for continuous improvement.
Sustainability – To reduce, reuse and recycle all internal resources and reduce green-house gas emissions.
Integrity – To rely on the professional ethics and honesty of every Metro employee.
Teamwork – To actively blend our individual talents to achieve world-class performance and service.
Civil Rights – To actively promote compliance with all civil rights statutes, regulations and policies.
Community – To actively engage with the Community as it relates to Metro interest/services.

Examples of Duties

Building Services

Operates a computer integrated facility management program to generate demand work orders and planned projects for Building Services staff which includes custodians, TCU Maintainers, and Facility Maintainers
Generates between 20-30 monthly preventive maintenance work orders for maintenance staff
Generates demand work order reports for open and closed trouble tickets, maintenance 70, safety, parking validations, trash calls, elevator trouble calls and pest control calls for supervision and department management review
Contacts and schedules repairs, and services performed by outside Building Services contractors and follows up with contractor management and technicians regarding uncompleted or in progress work
Informs engineers, responsible for the East Portal, Bus Plaza and parking garage, regarding trouble, safety, and maintenance issues reported to the Help Desk
Assists appropriate staff and/or contractors by fielding calls during emergencies (e.g. fire, floods, power outages, etc.)
Assigns and revokes staff access in the security system for the Gateway Building
Assigns and delivers temporary access (proxy cards) to consultants, interns, Transit Services Bureau (LASD), and other non employees authorized to access the Metro Headquarters Building
Assigns and monitors Metro Headquarters Building parking garage access for all non-revenue users
Assigns and monitors P1 areas of Metro Headquarters Building garage for all card holders
Assists and manages reservations for Board Overflow/3rd floor/ Plaza level lobby; including assisting and suggesting appropriate setup configurations by conference room and capacity restrictions
Processes parking validations and screens for appropriate justification
Reports machine malfunctions which require service

Facilities Maintenance

Operates a computer integrated maintenance or facility management program to generate demand service incidents and planned projects for staff which includes custodians and various electro/mechanical/service technicians
Generates demand work order reports for open and closed trouble tickets, maintenance 70, and equipment or service trouble calls for supervision and department management review
Contacts project supervisors for scheduled repairs and services performed by outside contractors including follow up with appropriate contractors regarding uncompleted or in progress work
Informs appropriate first-responders to Metro properties regarding trouble, safety, and maintenance issues reported to the Help Desk
Maintains office equipment, supplies and stationery in operational readiness

Generic

Receives and responds to calls received daily from agency employees who are requesting work orders and general information, and reporting problems
Greets and assists walk-in customers daily who require assistance with work-related issues
Receives, answers, and follows up with email messages on a daily basis
Communicates with various Metro departments and various levels of management regarding building or facility related issues and makes referrals to other departments as necessary
Develops forms, spreadsheets, reports, and reference materials as requested by assigned department management
Recommends to immediate supervisor ways to improve staff efficiency, accountability, task delegation and other issues within the department
Contributes to ensuring that the EEO policies and programs of Metro are carried out

Essential Knowledge and Abilities

Knowledge of:

Multiple Facilities throughout Los Angeles County or High rise building maintenance and various functions within
Basic Job Control Language (Building Facility terminology)
Microsoft Word, Excel, & Power Point
Microsoft Outlook
Computer applications involving data entry and record updates

Ability to:

Operate a computer terminal
File materials numerically and alphanumerically
Communicate effectively and properly on two-way radios
Communicate effectively orally and in writing
Inquire and fact find quickly
Follow oral and written instructions
Handle multiple requests and calls at one time
Communicate tactfully and professionally with customers and all levels of management and staff
Learn and understand standard operating procedures
Read, write, speak, and understand English

Minimum Qualifications
Potential candidates interested in the HELP DESK COORDINATOR position MUST meet the following requirements:

3 years of clerical experience working in a multitasking, customer service environment with 1 year of experience working with computer applications involving data entry and record updates
Experience in any Facility or Security related computer softwares such as M3, Facility Center CIFM (Computer Integrated Facilities Management), Pinnacle Security and/or FIS is desirable

Special Conditions

None

Disclaimer
This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.

Date Originally Created: 11/26/2008
Date Last Revised: 7/22/2011
TCU: 0894A