Nothing in this job description restricts management s rights to assign or reassign duties and responsibilities to this job at any time.

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1 H96000, page 1 Nothing in this job description restricts management s rights to assign or reassign duties and responsibilities to this job at any time. DUTIES This is a non-career, term position with the Metropolitan Washington Airports Authority (Airports Authority). Serves as the Office Assistant in the Facilities Maintenances Section of Maintenance Engineering Division (Division) of the Engineering and Maintenance Department (Department), Ronald Reagan Washington National Airport (DCA). Assists the Division staff in the receipt, processing and follow-up of maintenance work requests for DCA, works with Department staff in the scanning and electronically filing of the Department s Operations and Maintenance Manuals. Provides general clerical/administrative support to the office. Performs related functions. --Receives, processes, follows-up and closes-out maintenance requests, with a focus on closeout of completed work orders. Receives written and verbal work requests to identify maintenance requests. Logs all requests for repairs. As necessary, clarifies work requests with requestor or staff member and edits the request to ensure proper internal coordination. Determines the appropriate authorization level and maintenance section(s) for each request. Assigns accounting functional codes. Routes requests for proper approval based on both published and verbal or past practice instructions. Enters the information (e.g., location, description, status, assigned shop, requestor and requested completion date) into the computerized maintenance management system (CMMS). Classifies work request(s) based on trade or service knowledge. Processes and prints work orders for service work and follows up on logged work requests requiring planning, scheduling or approval. Issues the work order to appropriate maintenance shop(s). In emergency or critical situations, dispatches the messages/requests via telephone or 2-way radio. Receives completed work orders from the shops for closeout in the CMMS, as well as updating work order, facility or equipment files with any special notes. Assists or serves as the Maintenance Service Representative in his/her absence by staffing the Work Order Desk, receiving maintenance requests orally, by telephone or radio, providing work order status to customers, obtaining information about problems or in contingency situations, and in emergency or critical situations, dispatching response staff by beeper, radio or telephone. --Receives completed customer feedback questionnaires, enters questionnaire information into a database/spreadsheet, and provides feedback information to the appropriate Shop. --Provides administrative support to Division and Department operations. Scans and electronically files the Department s Operations and Maintenance Manuals. Proofreads documents. Produces correspondence and forms as requested. Maintains and files office documents; sorts and files paper documents into filing cabinets. Makes copies and sends and monitors the receipt of' facsimiles. Types COTR letters and circulates them for review and

2 H96000, page 2 approval. Inventories office supplies and replenish items/stock through ERP i-procurement. Receives and compiles coffee orders, completes order form, receives shipments and stocks coffee packets and supplies in the south lunch room and in the shops. May answer phones, take messages, personally hand1e routine inquiries, or direct callers to appropriate office(s}. --Tracks safety shoe requests in an on-line log sheet. Confirms last shoe issue date. Creates safety shoe vouchers and memos, as appropriate. Tracks prescription safety glasses requests in an on-line log sheet. Confirms last prescription safety glasses issue date. Creates prescription safety glasses vouchers and memos, as appropriate. Gives vouchers to employee or supervisor, as appropriate. --Communicates and interacts effectively with internal and external business contacts including, but not limited to, other members of the unit/team, other Airports Authority employees (such as managers, supervisors, professionals, and support staff), officials and employees of DCA s airlines, vendors/concessionaires/tenants, public safety personnel, and, on occasion, airport users and the general public. --Uses a computer and (a) modern office suite software (such as MS Office) to communicate ( ), plan, schedule, word process, and perform or conduct research (Internet use); (b) enterprise system/software for requisitioning, budgeting, time and attendance reporting, and other functions; and (c) special systems/software used in the Division such as CMMS. --May operate a motor vehicle airside and landside, to attend meetings, visit jobs sites, and perform related functions. --*Performs other duties as assigned.* Critical features of this job are described under the headings below. They may be subject to change through reasonable accommodation or otherwise. MINIMUM QUALIFICATIONS (MQs) To be rated qualified for this job, an applicant must meet all of the MQs listed below at the time of vacancy announcement closure. 1. A high school diploma, a Certificate of General Educational Development (GED), or an equivalent combination of education, experience and training. 2. Four years of progressively responsible experience (post high school) to include: (a) experience using an order entry, a computer entry system, or an automated maintenance management system; (b) experience clarifying work requests or preparing/editing work orders; and (c) experience in customer service dealing with customer issues, concerns, or questions (e.g., maintenance work requests) in a business oriented manner. A fully equivalent combination of education and training beyond what is needed to satisfy MQ 1 above may be substituted for up to two years of these four years of experience (MQ2). For example, an associate s degree may be substituted for two years of experience.

3 H96000, page 3 PREFERRED QUALIFICATIONS The qualifications listed below (if any) are preferred and may be considered in the selection process, but are not required to be rated qualified for this job. 1. None. KNOWLEDGE, SKILLS, ABILITIES, AND OTHER FACTORS (KSAOs) The following KSAOs are required for successful performance of this job and are a basis for rating and ranking applicants who are found to meet the MQs. Local, Federal, airport industry or Airports Authority specific bodies of knowledge listed below may be acquired on the job, typically; ability to rapidly acquire them is required at the time of vacancy announcement closure. 1. Knowledge of the Department's organization, functions, programs, policies, procedures, codes and terminology for maintaining airport structures, grounds and equipment and operating/maintaining its utilities to clarify work requests, prepare/edit and close out work orders, and perform similar, specialized administrative and clerical functions. This includes general knowledge of the building maintenance trades and general knowledge of the demarcation between DCA and tenant responsibilities for maintenance. 2. Knowledge of DCA's radio communication procedures, Airport layout and location codes to expedite messages regarding maintenance activities to appropriate maintenance shop(s). 3. Skill in using a computer and (a) modern office suite software (such as MS Office) to communicate ( ), plan, schedule, word process, manipulate data (databases), develop reports, and perform or conduct research (Internet use); (b) enterprise systems/software for requisitioning, time and attendance reporting, and other functions; and (c) special systems/software used in the Division such as CMMS. 4. Skill in problem solving to select, organize, and logically process relevant information (verbal, numerical, or abstract) to solve a problem. This includes the ability to recognize subtle aspects of problems, identify relevant information, and make balanced recommendations and decisions. Examples include summarizing information from questionnaires, classifying work requests, and determining the appropriate authorization level and maintenance section(s) for requests. 5. Interpersonal skills to interact effectively with business contacts in a businesslike, customer service-oriented manner. 6. Skill in oral communication to understand verbal information (including instructions, descriptions, and ideas) and to express such information verbally so that others will understand. This includes the ability to encourage oral communication by others. Examples include exchanging routine and non-routine operational and procedural information with co-

4 H96000, page 4 workers, workers from other areas, and, when necessary, the public and in communicating with callers requesting maintenance services. 7. Skill in written communication to understand written information (including instructions, descriptions, and ideas) and to express such information in writing so that others will understand. Examples include reading technical-operational materials (such as maintenance schedules and work orders) and administrative-programmatic materials (such as Airports Authority supply procedures), and writing briefly about similar types of matters, such as creating and closing out work orders. 8. Demonstrated ability to work as a team member working toward common unit goals and fully contribute to team efforts. RESPONSIBILITY Is responsible for scanning and electronically filing the Department s Operations and Maintenance Manuals, processing oral and written requests for facilities maintenance work, performing clerical and administrative work in support of DCA maintenance programs, and expediting maintenance requests. Work helps the Division and Department perform the function of maintaining the Airport. Reports to Manager, Work Control Center (Supervisor) but may receive assignments from a Maintenance Service Representative, CMMS Administrator, or the Manager or Deputy Manager, Engineering and Maintenance Department. Performs regular and recurring tasks in accordance with established processes and procedures, with day-to-day process and procedural guidance available for emergency work order duties and significant independence on work order closeout duties and general clerical duties. Supervisor provides instructions, guidance on processes and procedures, etc. Incumbent consults reference materials (e.g., dictionary, telephone directory, Chart of Accounts and Maintenance Matrices) on own within the framework of processes and procedures. Supervisor is usually available for direct assistance on new situations or particularly difficult problems. Supervisor spot checks work in progress and/or upon completion Work is subject to review in process and upon completion, in terms of quality, quantity, timeliness, customer service, teamwork, adherence to requirements, and other factors. Guidelines include Work Control Center policies and procedures, policies and standards regarding the CMMS system, tenant contracts and leases, Supervisor s priorities, software manuals, the Chart of Accounts and Maintenance Matrices, and such other references as contracting practices. The incumbent follows policy and procedure and uses judgment to independently select and apply the most appropriate guide(s) to resolve a variety of nonrecurring problems. EFFORT The work is primarily sedentary and typically requires light physical effort as in opening/closing file drawers, lifting and carrying files/building plans, etc. Incumbent may sit for extended periods while performing desk work; moves about to obtain or distribute work materials, meet with people, etc. Continuously uses a computer to develop reports, enter work requests, scan manuals, and perform other tasks; operates other office equipment. Frequently exchanges information by telephone. Regularly reviews contracts and regulations containing small print. In driving, operates vehicle using judgment in consideration of weather, traffic and

5 H96000, page 5 other factors. WORKING CONDITIONS Typically works in an adequately lighted, ventilated and temperature controlled office, however when in a Shop or airside may be exposed to: hazardous fumes and substances, dirt, dust, and loud noises from revving heavy equipment engines and aircraft; wears personal protective gear as may be appropriate to the task at hand. Works within a context of frequent telephone calls and visitors concerning routine, priority, and emergency work requests. May be subject to some job pressures from the press of requests for service or emergency situations. OTHER SIGNIFICANT JOB ASPECTS Is subject to holdover or recall on a 24-hour basis for essential services and emergencies, such as maintenance service related emergencies or snow removal duties.

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