Welcome Desk Support Staff

Chenega Corporation•Washington, DC

11h•Onsite

About The Position

Chenega Military, Intelligence & Operations Support (MIOS) is seeking Welcome Desk Support Staff in Washington, DC. This role is with Articus Solutions, LLC, a certified ANC 8(a), Small Disadvantaged Business (SDB) and a wholly owned subsidiary of Chenega Corporation. Articus Solutions provides world-class Engineering, Integrated Hardware and Software, Advisory & Assistance Services (A&AS), Program & Project Management, Subject Matter Experts, Financial & Administrative Services, and Records Management Services. The Welcome Desk Support Staff will operate the Pension Benefit Guaranty Corporation (PBGC) welcome desk, serving as the primary intake, coordination, and customer engagement point for Workplace Solutions Division services. The position requires ensuring visitors, employees, and stakeholders receive timely, professional, and accurate assistance consistent with PBGC standards. The employee must maintain situational awareness of lobby and service activities, route, track, and resolve requests through appropriate operational channels, and coordinate closely with facilities, mail, supply, security, and other service providers for seamless support delivery.

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Experience reviewing procedures, instructions, or online resources and identifying outdated or unclear information.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

Nice To Haves

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

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