Welcome Desk Support Staff
Navstar, Washington, District Of Columbia, United States
Welcome Desk Support Staff
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Articus Solutions, LLC is a certified ANC 8(a), Small Disadvantaged Business (SDB) headquartered in Colorado Springs, Colorado. We provide world-class Engineering, Integrated Hardware and Software, Advisory & Assistance Services (A&AS), Program & Project Management, Subject Matter Experts, Financial & Administrative Services, and Records Management Services. Articus has extensive experience supporting customers throughout the US and around the globe and is a wholly owned subsidiary of Chenega Corporation.
The Welcome Desk Support Staff shall operate the Pension Benefit Guaranty Corporation (PBGC) welcome desk as the primary intake, coordination, and customer engagement point for Workplace Solutions Division services. The Welcome Desk Support Staff is responsible for ensuring visitors, employees, and stakeholders receive timely, professional, and accurate assistance consistent with PBGC standards. The employee shall maintain situational awareness of lobby and service activities and shall ensure requests are routed, tracked, and resolved through the appropriate operational channels. Responsibility includes maintaining visibility over open actions, ensuring proper handoffs, and preventing loss of accountability. The employee shall coordinate closely with facilities, mail, supply, security, and other service providers to ensure seamless delivery of support.
Responsibilities
ServiceNow Triage:
Receive, review, and triage ServiceNow requests; ensure tickets contain sufficient information and route them to the appropriate functional area.
Escalate issues requiring cross-functional coordination or leadership visibility.
VIP Priority:
Identify VIP requests and provide priority handling, expedited routing, and heightened communication until resolution.
Escalation Across WSD:
Escalate unresolved or cross-functional issues using established Government channels, providing clear, actionable information and tracking items through closure.
Ticket Closure Validation:
Confirm resolution with requesters, collect customer feedback, reopen tickets when needed, and document outcomes for reporting.
Lost and Found Intake:
Manage Lost and Found items by logging custody, notifying prior occupants, coordinating retrieval, tracking trends, and maintaining disposition records.
Internet and Information Accuracy:
Review Workplace Solutions intranet pages and related resources to identify outdated, broken, or unclear information.
Identification of Issues:
Document findings (e.g., broken links, conflicting guidance) using approved methods such as screenshots.
Recommendations:
Provide documented recommendations for corrections or improvements to the COR; do not implement changes unless directed.
SOP Maintenance Support:
Review Welcome Desk and Lost and Found SOPs, identify gaps or outdated content, and recommend updates to maintain compliance; ensure annual reviews
Other duties as assigned
Qualifications
High school diploma or equivalent required.
1+ years of experience providing front-desk, administrative, customer service, or office support in a Federal, corporate, or institutional environment.
Experience serving as a primary intake or customer contact point, providing professional, accurate, and timely assistance to visitors and staff.
Demonstrated experience using ticketing, request-tracking, or workflow systems (e.g., ServiceNow or similar) to log, route, track, and close requests.
Experience coordinating with multiple service providers (e.g., facilities, mail, supply, security) to ensure requests are resolved end-to-end.
Experience validating service completion and collecting customer feedback.
Experience reviewing procedures, instructions, or online resources and identifying outdated or unclear information.
PBGC public trust clearance/Willingness and ability to obtain and maintain a PBGC fitness determination (Public Trust) and comply with required background checks and training.
Preferred Qualifications:
Associate degree in Business Administration, Public Administration, Facilities Management, Office Administration, or a related field preferred.
Knowledge, Skills, and Abilities:
Ability to triage requests, identify priority or VIP needs, and escalate issues appropriately for resolution.
Strong attention to detail and ability to maintain visibility over open actions, follow up through closure, and prevent loss of accountability.
Ability to manage Lost and Found activities, including logging items, notifying occupants, maintaining custody records, and tracking trends.
Strong written and verbal communication skills, including professional email correspondence and clear documentation.
Ability to work independently, exercise sound judgment, and manage multiple requests in a fast-paced environment.
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Articus Solutions, LLC is a certified ANC 8(a), Small Disadvantaged Business (SDB) headquartered in Colorado Springs, Colorado. We provide world-class Engineering, Integrated Hardware and Software, Advisory & Assistance Services (A&AS), Program & Project Management, Subject Matter Experts, Financial & Administrative Services, and Records Management Services. Articus has extensive experience supporting customers throughout the US and around the globe and is a wholly owned subsidiary of Chenega Corporation.
The Welcome Desk Support Staff shall operate the Pension Benefit Guaranty Corporation (PBGC) welcome desk as the primary intake, coordination, and customer engagement point for Workplace Solutions Division services. The Welcome Desk Support Staff is responsible for ensuring visitors, employees, and stakeholders receive timely, professional, and accurate assistance consistent with PBGC standards. The employee shall maintain situational awareness of lobby and service activities and shall ensure requests are routed, tracked, and resolved through the appropriate operational channels. Responsibility includes maintaining visibility over open actions, ensuring proper handoffs, and preventing loss of accountability. The employee shall coordinate closely with facilities, mail, supply, security, and other service providers to ensure seamless delivery of support.
Responsibilities
ServiceNow Triage:
Receive, review, and triage ServiceNow requests; ensure tickets contain sufficient information and route them to the appropriate functional area.
Escalate issues requiring cross-functional coordination or leadership visibility.
VIP Priority:
Identify VIP requests and provide priority handling, expedited routing, and heightened communication until resolution.
Escalation Across WSD:
Escalate unresolved or cross-functional issues using established Government channels, providing clear, actionable information and tracking items through closure.
Ticket Closure Validation:
Confirm resolution with requesters, collect customer feedback, reopen tickets when needed, and document outcomes for reporting.
Lost and Found Intake:
Manage Lost and Found items by logging custody, notifying prior occupants, coordinating retrieval, tracking trends, and maintaining disposition records.
Internet and Information Accuracy:
Review Workplace Solutions intranet pages and related resources to identify outdated, broken, or unclear information.
Identification of Issues:
Document findings (e.g., broken links, conflicting guidance) using approved methods such as screenshots.
Recommendations:
Provide documented recommendations for corrections or improvements to the COR; do not implement changes unless directed.
SOP Maintenance Support:
Review Welcome Desk and Lost and Found SOPs, identify gaps or outdated content, and recommend updates to maintain compliance; ensure annual reviews
Other duties as assigned
Qualifications
High school diploma or equivalent required.
1+ years of experience providing front-desk, administrative, customer service, or office support in a Federal, corporate, or institutional environment.
Experience serving as a primary intake or customer contact point, providing professional, accurate, and timely assistance to visitors and staff.
Demonstrated experience using ticketing, request-tracking, or workflow systems (e.g., ServiceNow or similar) to log, route, track, and close requests.
Experience coordinating with multiple service providers (e.g., facilities, mail, supply, security) to ensure requests are resolved end-to-end.
Experience validating service completion and collecting customer feedback.
Experience reviewing procedures, instructions, or online resources and identifying outdated or unclear information.
PBGC public trust clearance/Willingness and ability to obtain and maintain a PBGC fitness determination (Public Trust) and comply with required background checks and training.
Preferred Qualifications:
Associate degree in Business Administration, Public Administration, Facilities Management, Office Administration, or a related field preferred.
Knowledge, Skills, and Abilities:
Ability to triage requests, identify priority or VIP needs, and escalate issues appropriately for resolution.
Strong attention to detail and ability to maintain visibility over open actions, follow up through closure, and prevent loss of accountability.
Ability to manage Lost and Found activities, including logging items, notifying occupants, maintaining custody records, and tracking trends.
Strong written and verbal communication skills, including professional email correspondence and clear documentation.
Ability to work independently, exercise sound judgment, and manage multiple requests in a fast-paced environment.