Welcome Desk Administrator

Chenega Corporation • Washington, DC

9h • Onsite

About The Position

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.

Requirements

• 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.
• 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• Experience reviewing procedures, instructions, or online resources and identifying outdated or unclear information.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.

Nice To Haves

• Public trust is preferred
• Associate degree in Business Administration, Public Administration, Facilities Management, Office Administration, or a related field preferred.
• 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.

Responsibilities

• 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.
• Identify VIP requests and provide priority handling, expedited routing, and heightened communication until resolution.
• Escalate unresolved or cross functional issues using established Government channels, providing clear, actionable information and tracking items through closure.
• Confirm resolution with requesters, collect customer feedback, reopen tickets when needed, and document outcomes for reporting.
• Manage Lost and Found items by logging custody, notifying prior occupants, coordinating retrieval, tracking trends, and maintaining disposition records.
• Review Workplace Solutions intranet pages and related resources to identify outdated, broken, or unclear information.
• Document findings (e.g., broken links, conflicting guidance) using approved methods such as screenshots.
• Provide documented recommendations for corrections or improvements to the COR; do not implement changes unless directed.
• 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

Benefits

• broad range of benefits
• professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day
• opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world
• on-the-job learning experiences
• formal development programs
• well-being programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees