Front Desk Security & Support Specialist

WRTP|BIG STEP • Milwaukee, WI

2d

About The Position

Under the direction of the Administrative Manager and working closely with operations staff, the Front Desk Security & Support Specialist is the first point of contact for visitors, participants, partners, vendors, and callers at WRTP|BIG STEP facilities. The role ensures a safe, secure, welcoming, and professional environment by supporting front desk operations, visitor management, facility access control, customer service, administrative tasks, and monitoring public and common areas.

The Specialist helps maintain a secure workplace by enforcing visitor protocols, responding to minor incidents, supporting emergency procedures, and reporting safety and security concerns. The position also provides administrative support for efficient daily office operations and a positive experience for participants, staff, and guests. It operates primarily in an office environment, with continuous front desk coverage, frequent interactions, and regular movement throughout the facility. Occasional evening or weekend hours may be required.

Requirements

• High school diploma or equivalent.
• At least two years of experience in customer service, reception, administrative support, security, hospitality, or a related field.
• Previous security experience.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Ability to remain calm, professional, and courteous in challenging situations.
• Ability to exercise sound judgment and discretion when addressing visitor, participant, or facility concerns.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office Suite and standard office equipment.
• Ability to maintain accurate records and documentation.
• Ability to multitask, prioritize responsibilities, and work independently.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to sit, stand, and walk for extended periods throughout the workday.
• Ability to greet and assist visitors and participants throughout the facility.
• Ability to occasionally lift and carry materials weighing up to 25 pounds.
• Ability to operate computers, telephones, printers, and other standard office equipment.
• Ability to respond quickly to facility, visitor, staff, or participant needs as situations require.

Nice To Haves

• Experience working with diverse populations in a professional environment.
• Knowledge of workplace safety practices and emergency response procedures.

Responsibilities

• Serve as the first point of contact for visitors, participants, partners, vendors, and callers, providing professional and courteous customer service.
• Greet visitors, determine the purpose of their visit, and direct them to the appropriate staff member, meeting, classroom, or service area.
• Answer and direct incoming phone calls in a timely and professional manner.
• Provide general information about agency services, programs, events, and office locations.
• Assist walk-in individuals with general inquiries and referrals to appropriate staff or resources.
• Support a welcoming, respectful, and inclusive environment for visitors and participants.
• Receive, sort, and distribute incoming mail, packages, and deliveries as needed.
• Monitor and control visitor access in accordance with organizational policies and procedures.
• Maintain visitor sign-in logs and ensure compliance with visitor access protocols.
• Monitor reception, lobby, and public areas to promote a safe and secure environment.
• Observe and report suspicious activity, security concerns, facility issues, safety hazards, and policy violations.
• Respond to minor facility, safety, participant, or visitor incidents in reception and common areas; provide appropriate assistance, notify supervisory staff as necessary, and document incidents according to agency procedures.
• Report facility-related concerns, building access concerns, emergencies, and facility security needs to the appropriate party.
• Assist the Facilities Manager with emergency response procedures, safety drills, evacuations, and incident reporting.
• Provide administrative and clerical support, including document preparation, copying, scanning, and records management.
• Support staff with special projects, meetings, orientations, events, and other administrative activities.
• Maintain front desk and office supply inventory and notify appropriate staff when replenishment is needed.
• Maintain a clean, organized, secure, and professional reception area and lobby.
• Maintain confidentiality of participant records, personnel information, business records, and agency information.
• Establish and maintain positive working relationships with participants, staff, partners, vendors, and community stakeholders.
• Demonstrate professionalism, reliability, sound judgment, and excellent customer service, and represent WRTP|BIG STEP professionally.
• Perform other duties consistent with the position, applicable CBA provisions, and office operational needs.

Benefits

• Health insurance, with the employer paying 85% of the single-plan premium.
• Dental insurance for single or family coverage, 100% employer paid.
• Vision insurance for single or family coverage, 100% employer paid.
• Life insurance and accidental death and dismemberment insurance, 100% employer paid.
• Short-term and long-term disability insurance, 100% employer paid.
• 10 vacation days after 90 days of employment.
• 9 personal days annually, prorated in the first year after successful completion of the probationary period.
• 14 paid holidays annually.
• Employer contribution of 10% of monthly salary to retirement accounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED