Welcome Desk Administrator
Chenega MIOS SBU, Washington, District of Columbia, United States
Summary
Washington, DC
The Welcome Desk Administrator 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Review Workplace Solutions intranet pages and related resources to identify outdated, broken, or unclear information.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Review Welcome Desk and Lost and Found SOPs, identify gaps or outdated content, and recommend updates to maintain compliance; ensure annual reviews.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, including:
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.
Background check is required.
Public trust is preferred.
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.
Benefits
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you.
Estimated Salary/Wage
USD $36.06/Hr. Up to USD $38.46/Hr.
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Washington, DC
The Welcome Desk Administrator 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, including:
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.
Background check is required.
Public trust is preferred.
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.
Benefits
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you.
Estimated Salary/Wage
USD $36.06/Hr. Up to USD $38.46/Hr.
#J-18808-Ljbffr