Senior Facilities Services Specialist

WTW•Arlington, VA

9d•Onsite

About The Position

This is an in-office role in our Arlington, VA office. The Facilities Services Support role provides first-line support and guidance for all Facilities Services processes, systems, and tools, escalating issues in a timely manner and tracking them to ensure resolution. It also assists with ad-hoc requests for other Metro DC Market offices. The role involves monitoring the local Facilities Services mailbox and Service Central queue, responding promptly to inquiries, and ensuring compliance with Soft Services Standard Operating Procedures and IT Smart Hands Standard Operating Procedures. Assistance with basic, first-level IT “smart hands” support, maintaining the office space's cleanliness and organization, and checking/coding vendor invoices are key responsibilities. The role also oversees Facilities-related procurement for the Metro DC Market offices, works with vendors for repairs and maintenance, supports space management activities like desk moves, and maintains local asset inventory listings and floor plans. Managing inventory levels for pantry and supplies, participating in new hire orientation, and assisting with Occupational Health and Safety updates are also part of the duties. The Physical Security Support aspect includes overseeing the office safety and security program, utilizing the CCure system for access cards, liaising with building administrators, and troubleshooting security access system issues. The Reception/Conference/Meeting Rooms Setup and Catering duties involve cross-training in reception/switchboard functions, handling visitor management, monitoring booking tools, setting up and breaking down rooms, ensuring rooms are stocked, organizing catered meals, and performing daily maintenance of meeting room equipment. The Other Responsibilities include Mail/Print Support, involving cross-training in post and courier services, ensuring mail support equipment operation, troubleshooting printer problems, coordinating equipment maintenance, overseeing stationery supplies, and managing Uniflow secure print issues. Records logistics involve using file management software for confidential shredding, facilitating record retrieval and return to offsite storage, maintaining records management stock, and controlling access to sensitive files.

Requirements

5+ years' experience in a professional office environment providing general office support
Exceptional customer service skills
Strong interpersonal skills, and the ability to deal professionally with clients, vendors and colleagues on the phone and in person
Professional demeanor and appearance
Ability to adapt to different people, situations and changing priorities with grace and flexibility as well as demonstrating an appropriate sense of urgency
Reliable and punctual
Strong organizational skills, with demonstrated ability to multi-task and prioritize effectively
Knowledge of AV equipment and limited technology in a meeting environment
A strong focus on detail and accuracy of work
Strong time management skills
Ability to communicate openly and effectively both verbally and in writing in business standard English and in local language as appropriate
Strong knowledge of Microsoft Office suite, Outlook, and Teams
Willingness to participate in daily hands-on room set-up, breakdown, clean-up, as needed.
Heavy lifting required - Ability to lift at least 30 lbs.
May require additional time commitment outside of normal business hours
High School diploma, certificate or official equivalent

Responsibilities

Provide first line support and guidance for all Facilities Services processes, systems and tools
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
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
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

Benefits

Mental health/emotional wellbeing (including Employee Assistance Program)
Medical (including prescription drug coverage and fertility benefits)
Dental
Vision
Health Savings Account
Commuter Accounts
Health Care and Dependent Care Flexible Spending Accounts
Company-paid life insurance
Supplemental life insurance
AD&D
Group accident
Group critical illness
Group legal
Identity theft protection
Wellbeing program
Adoption assistance
Surrogacy assistance
Auto/home insurance
Pet insurance
Other work/life resources
Paid Holidays
Annual Paid Time Off (includes state/local paid leave where required)
Short-Term Disability
Long-Term Disability
Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
Paid Time Off (only included for Washington roles)
Qualified contributory pension plan (if eligible)
401(k) plan with annual nonelective company contribution
Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.