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Service Desk Coordinator, Facilities & Real Estate

Location:Dresher, PA
Level:Full Time
Category: Information Technology


Section 1: Position Summary

The Service Desk Coordinator role provides facilities support to internal associates and external vendors in an efficient and accurate manner. This role is the first line of contact in most cases and requires the solving of basic facilities issues and problems including but not limited to work order coordination, security badge and access assignments, database management, daily office operations, and maintaining office records while providing support for all other assigned areas. The goal of this role is to make sure that associate value is maintained to the standards set forth by the company. Proper escalation of unresolved queries to the next level of support and tracking, routing and redirecting problems to correct resources are the primary responsibilities of this role.

Section 2: Job Functions, Essential Duties and Responsibilities

Service Desk

  • Provide first level contact for associate issues; walk clients through problem solving process and set appropriate expectations
  • Track, route and redirect work orders, to correct resources
  • Follow up with associates, provide feedback and ensure resolution was satisfactory
  • Properly escalate unresolved work orders to the next level of support
  • Interface with facilities contractors, property managers and outside vendors for coordination of facility related items as needed.
  • Update associate data and produce activity reports
  • Ensure proper recording, documentation and timely closure of all issues
  • Utilize excellent customer service skills and exceed associates’ expectations
  • Assist with on-boarding new associates including issuing access badges


  • Maintenance of the following:
    • Vendor and property management contacts
    • Inventories of all facilities assets
    • Departmental intranet pages, updating site information including maps, emergency contacts and office information
    • Location budget snapshots, providing monthly status to management
    • Space planning stacking charts for all locations
    • Administrative policies and processes
  • System administration for vendor online portals; create new users, grant permissions, and terminate access as required
  • Review and process facilities invoices companywide, ensuring proper coding
  • Monitor security systems, troubleshoot issues and escalate as needed
  • Provide support to the Real Estate and Facilities Team, as required
  • Recommend procedure modifications or improvements
  • As identified, undertake specific duties relevant to the efficient operation of all locations
  • Preserve and grow knowledge of service desk and departmental procedures, products and services
  • Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
  • Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.


  • N/A

Section 3:  Experience, Skills, Knowledge Requirements

  • Associates degree and 2 years in a facilities support role or 4 years of customer support        role, preferably in facilities
  • Experienced in facilities management of multiple location organizations preferred
  • Proven working experience in a customer service role and/or providing service desk support
  • Working knowledge of Microsoft Office Suite and experience with technology
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • High organizational skills in managing multiple projects simultaneously
  • Build strong internal and external relationship using effective verbal and written communication skills
  • Work with a high level of autonomy

We are proud to be an Equal Opportunity Employer

Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people.  Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 6 million Americans save for retirement and college.


Ascensus is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Ascensus also takes affirmative action to employ, and advance in employment, qualified women, minorities, and covered veterans. Ascensus also makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state laws


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What makes any career at Ascensus so rewarding?

  • Collaborative, idea-sharing environment
  • Professional development
    • In-house training
    • Tuition reimbursement
  • Generous reward programs
  • Paid time off (additional purchase plan)
  • Medical, dental & vision benefits
  • Health savings account (employer contribution up to $1,100)
  • 401(k) & 529 match programs
  • Volunteer/charitable-giving programs
  • Business casual dress
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