Senior Facilities Services Specialist

WTW•Arlington, VA

10d•$55,000 - $65,000

About The Position

This role provides first-line support and guidance for all Facilities Services processes, systems, and tools, escalating issues as needed and ensuring timely resolution. The specialist will also assist with ad-hoc requests for other Metro DC Market offices, monitor the local Facilities Services mailbox and Service Central queue, and respond promptly to inquiries. A key aspect of the role is ensuring compliance with Soft Services Standard Operating Procedures and IT Smart Hands Standard Operating Procedures. The specialist will provide basic, first-level IT “smart hands” support, help maintain the cleanliness, working order, and organization of the office space, and assist with checking and coding vendor invoices while monitoring vendor performance. The role involves oversight of Facilities-related procurement for the Metro DC Market offices using company-approved tools, and collaboration with the Facilities Services Lead, building management, and outside vendors for repairs and maintenance. Additionally, the specialist will support space management activities, including coordinating desk moves, maintaining local asset inventory listings and floor plans, and managing all inventory levels (pantry/supplies) with daily stocking. Participation in Day 1 new hire orientation and assisting with Occupational Health and Safety updates are also part of the responsibilities. The role may involve other Facilities Services duties and special projects as identified by the Facilities Services Lead. The specialist will also oversee the office safety and security program for Metro DC market offices, utilizing the CCure system (or similar) for access cards, liaising with the building access system administrator, and troubleshooting security access system issues. Cross-training in reception/switchboard duties, including call and visitor handling, is expected, along with meeting, greeting, and announcing visitors professionally and ensuring they are identified according to security procedures. The specialist will manage hotspot/visit office space requests, monitor booking tools for conference rooms, and handle physical setup/breakdown of rooms for meetings, ensuring they are stocked with equipment and refreshments and that housekeeping standards are maintained. Organizing catered meals, managing meeting room equipment, and ensuring excellent housekeeping standards are also key functions. In terms of Mail/Print Support, the specialist will cross-train in post and courier services, ensure the operation and maintenance of mail support equipment, troubleshoot printer problems, and coordinate maintenance for various office equipment. Overseeing stationery supplies, stock levels, and ordering are also included, along with escalating Uniflow secure print issues and ensuring compliance with Mail, Print, Reprographics Standard Operating Procedures. Finally, the role involves records logistics, including using file management software for confidential shredding, facilitating the retrieval and return of records from offsite storage, maintaining records management stock, and controlling access to sensitive files.

Requirements

First line support and guidance for Facilities Services processes, systems, and tools
Prompt response to inquiries from Facilities Services mailbox and Service Central queue
Compliance with Soft Services Standard Operating Procedures and IT Smart Hands Standard Operating Procedures
Basic, first-level IT “smart hands” support
Maintenance of office space cleanliness, working order, and organization
Checking and coding of vendor invoices
Monitoring vendor performance
Oversight of Facilities-related procurement using company-approved tools
Coordination of repairs and maintenance with Facilities Services Lead, building management, and vendors
Support for space management activities, including desk moves
Maintenance of local asset inventory listings and floor plans
Management of inventory levels (pantry/supplies) and daily stocking
Participation in new hire orientation
Assistance with Occupational Health and Safety updates
Oversight of office safety and security program
Issuance of access cards using CCure system (or similar)
Liaison with building access system administrator for adding/deleting colleagues
Troubleshooting security access system issues
Cross-training in reception/switchboard duties, including call and visitor handling
Professional meeting, greeting, and announcing of visitors
Ensuring visitor identification according to security procedures
Handling hotspot/visit office space requests
Monitoring booking tool for conference rooms and communicating with users
Physical setup/breakdown of meeting rooms
Ensuring conference rooms are stocked with equipment and refreshments
Monitoring housekeeping standards in conference/meeting rooms
Tracking conference/meeting room bookings
Ensuring conference/meeting rooms are set up as requested
Organization of catered meals and special equipment
Daily maintenance and inventory of meeting room equipment
Ensuring excellent housekeeping standards in conference/meeting rooms
Cross-training in post and courier services
Processing outgoing mail and courier services
Ensuring operation and maintenance of mail support equipment (Pitney Bowes)
Troubleshooting printer problems
Coordination of maintenance for office equipment (printers, binding, laminator, postage, courier label machines)
Overseeing stationery supplies and stock levels
Placing/coordinating orders for stationery/general office supplies
Maintaining appropriate records for supplies
Escalating Uniflow secure print issues
Compliance with Mail, Print, Reprographics Standard Operating Procedures
Using file management software for confidential shredding and troubleshooting
Facilitating retrieval and return of records from offsite storage
Maintaining records management stock (files, labels, boxes)
Controlling access to highly sensitive files

Responsibilities

Provide first line support and guidance for all Facilities Services processes, systems and tools
Escalate issues in a timely manner and follow up/track to ensure issues are resolved appropriately
Assist with ad-hoc requests for other Metro DC Market offices
Monitor the local Facilities Services mailbox and Service Central queue, responding promptly to inquiries
Ensure compliance with Soft Services Standard Operating Procedures and IT Smart Hands Standard Operating Procedures
Assist with basic, first-level IT “smart hands” support (e.g., general troubleshooting)
Help to maintain the overall cleanliness working order and organization of the office space
Assist with checking and coding of vendor invoices; monitor vendor performance
Oversite of Facilities related procurement for the Metro DC Market offices, utilizing company approved tools
Work with the Facilities Services Lead, building management, and outside vendors to arrange for repairs and maintenance of office furnishings, fixtures, equipment and space
Support space management activities, including assisting with the coordination of desk moves
Support maintenance of local asset inventory listings and floor plans
Manage all inventory levels (pantry/supplies) including daily stocking of all supplies for office and pantries
Participate in Day 1 orientation for new hires
Assist with Occupational Health and Safety updates for Metro DC market offices through defined company program
Perform other Facilities Services duties as identified by the Facilities Services Lead which may include work on special projects
Escalate questions/concerns to the Facilities Services Lead
Oversite of office safety and security program for Metro DC market offices
Utilize the CCure system (or other local access card system) to issue access cards
Liaise with the building access system administrator to add/delete colleagues
Troubleshoot security access system issues; interface with Regional Safety and Security and local office security system vendor, as directed by Facilities Services Lead
Cross Train in all duties related to reception/switchboard including call and visitor handling
Meet, greet and announce visitors in a professional manner
Ensure visitors are identified in accordance with security procedures
Handle hotspot/visit office space requests as required
Monitor booking tool and communicate/liaise with colleagues booking conference rooms to verify requirements and expedite changes
Physical set up / break down of rooms for meetings
Ensure conference rooms and meeting rooms are stocked with equipment and/or refreshments daily, as required
Monitor to ensure housekeeping standards are maintained in conference/meeting rooms
Track upcoming conference/meeting room bookings
Ensure conference/meeting rooms are set-up as requested
Organize catered meals and provision of special equipment, as required
Perform daily maintenance and inventory of basic meeting room equipment such as speaker phones, tables and chairs, projector screens, lighting and heating/air conditioning
Proactively ensure that excellent housekeeping standards are maintained in conference/meeting rooms
Cross Train in post and courier services to ensure timely collection and delivery, process outgoing mail and courier services procedures (USPS, FedEx, UPS, and other carriers)
Ensure operation of all mail support equipment and maintenance of Pitney Bowes
Troubleshoot printer problems
Coordinate maintenance of equipment including printers, binding equipment, laminator, postage machines, and courier label machines
Oversee stationery supplies and stock levels; place/coordinate orders for stationery/general office supplies; maintain appropriate records
Escalate Uniflow secure print issues following defined protocols
Ensure compliance with Mail, Print, Reprographics Standard Operating Procedures
Utilize file management software to support the confidential shred (e.g.,Iron Mountain Connect) and support first-level troubleshooting
Facilitate the retrieval of records from offsite storage, as well as their return to storage
Maintain records management stock (e.g., files, labels, boxes)
Control access to highly sensitive files in compliance with Records Management guidelines