Welcome Desk Support Staff
Chenega Corporation, Washington, District of Columbia, United States
Summary
Welcome Desk Support Staff
Washington, DC
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Review Workplace Solutions intranet pages and related resources to identify outdated, broken, or unclear information.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Review Welcome Desk and Lost and Found SOPs, identify gaps or outdated content, and recommend updates to maintain compliance; ensure annual reviews.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.
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 elevate 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.
Estimated Salary/Wage: USD $28.05/Hr. Up to USD $34.86/Hr.
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Welcome Desk Support Staff
Washington, DC
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.
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 elevate 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.
Estimated Salary/Wage: USD $28.05/Hr. Up to USD $34.86/Hr.
#J-18808-Ljbffr