Front Desk Security & Support Specialist

Under the direction of the Administrative Manager and working closely with operations staff, the Front Desk Security & Support Specialist serves as the first point of contact for visitors, participants, partners, vendors, and callers, ensuring a safe, secure, welcoming, and professional environment at all WRTP|BIG STEP facilities.

This position supports front desk operations, visitor management, facility access control, customer service, administrative support, and monitoring of public and common areas. The Front Desk Security & Support Specialist assists in maintaining 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 to ensure efficient daily office operations and a positive experience for participants, staff, and guests.

• Serve as the first point of contact for visitors, participants, partners, vendors, and callers, providing professional and courteous customer service at all times.
• 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 regarding 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 all visitors and participants.
• Receive, sort, and distribute incoming mail, packages, and deliveries as needed.

• Monitor and control visitor access to agency facilities 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, or policy violations to appropriate staff.
• Respond to minor facility, safety, participant, or visitor incidents occurring in reception and common areas; provide appropriate assistance, notify supervisory staff as necessary, and document incidents according to agency procedures.
• Report facility related concerns to the appropriate party.
• Assist the Facilities Manager with implementation of emergency response procedures, safety drills, evacuations, and incident reporting.
• Report building access concerns, emergencies, and facility security needs.

• 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 inventory and stock of front desk and office supplies and notify appropriate staff when replenishment is needed.
• Maintain a clean, organized, secure, and professional reception area and lobby.

• Maintain confidentiality of all 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 in all interactions.
• Represent WRTP | BIG STEP in a professional manner at all times.
• Perform other duties as assigned that are consistent with the employee’s position, applicable CBA provisions, and the operational needs of the office.

• High school diploma or equivalent…