Supporting the Most Exciting and Meaningful Missions in the World



Service Desk Clerk, Lead - Union III


Service Desk Clerk, Lead (FN)

The Service Desk Clerk will be based at one of four PAE 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 O&M Manager. The duties and responsibilities listed below are representative of the nature and level of work assigned and are not necessarily all inclusive.


  • 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.

  • Assist Service Desk Administrator to establish detailed work procedures and schedules for accomplishment of Service Desk operations outlined in SOW section C.4.P.

  • Schedule and supervise staff who must be able to accept service calls 24 hours a day, 7 days a week, 365 days a year by providing a Facility Management Service Desk appropriately staffed.

  • Train staff to prioritize calls (emergency, urgent, or routine), document calls, issue work orders, and dispatch service technicians by phone or radio, as needed.

  • Train staff in contract scope of work to document and refer work outside of contract scope to the Contracting Officer’s Representative (COR) or delegate for clarification.

  • Perform 100% customer call back to ensure satisfactory resolution of work orders.

  • Input data to, run reports from, and train staff in use of Work Orders for Windows (WOW).

  • Provide detailed daily and weekly reports to the Service Desk Supervisor.  

  • Dispatch personnel by phone or radio, as needed.

  • Understand the contract scope of work (SOW) to document and refer work outside the contract SOW to the Operations Manager for guidance.

  • Be knowledgeable of the PAE 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.


  • Minimum Acceptable Experience Level: Two (2) years’ experience as a Service Desk Dispatcher.

  • Knowledge, Skills, and Abilities:

  • Excellent interpersonal and communication skills.

  • Proficiency in Microsoft Professional software with MS Word, PowerPoint, Outlook, Access, and Internet Explorer.

  • Education: A high school diploma or GED and completed training in Microsoft Office Software (MS Word, PowerPoint, Outlook, Access, and Internet Explorer).

  • Licenses and Certifications: Valid drivers’ license from Home of Record.

  • Security Vetting: Already possess a Moderate Risk Public Trust (MRPT) or be able to obtain a favorable MRPT certification prior to being hired is required for the position. Must maintain eligibility at the required certification level for the duration of the contract.

  • Language Skills: Satisfactory English proficiency to meet job requirements and to adhere and comply with safety, health, and security measures.

  • Citizenship: US Citizenship is not required.

  • Medical: Successfully complete and pass the medical and dental examinations as required by PAE and our customer for deployment to Iraq. Must maintain physical and dental requirements for duration of deployment.


  • Degree in Business, Information Technology, or related field.

  • Previous experience with Work Orders in Windows (WOW) software is highly desirable.

  • One (1) year experience using Maximo.

  • Previous experience on an overseas government contract.

  • Previous work experience in harsh environmental conditions is a plus.

  • Experience working with PAE.


  • Knowledge of principles and processes involved in supporting contract responsibilities at an overseas facility.

  • Experience providing excellent customer services.

  • 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.

  • Expert communication skills to facilitate and disseminate information.


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.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

PAE is a drug-free workplace.


PAE is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran 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.


EEO is the Law Poster

EEO is the Law Poster Supplement



For more than 60 years, PAE has tackled the world’s toughest challenges to deliver agile and steadfast solutions to the U.S. government and its allies. With a global workforce of more than 20,000 on all seven continents and in approximately 60 countries, PAE delivers a broad range of operational support services to meet the critical needs of our clients. At PAE, we offer challenging roles, an inclusive environment to perform our best work and a sense of pride that we are valuable partners in work that matters. Join us and make an impact. Have a question about the opportunities at PAE? Please contact our Recruiting team at and visit our career site at  for all open positions!

Similar jobs