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. Essential Duties and Responsibilities Front Desk Operations & Customer Service

• 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.

Security & Facility Support

• 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.

Administrative Support

• 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.

Other Responsibilities

• 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.

Requirements

Education and Experience

• High school diploma or equivalent required.
• Minimum of two (2) years of experience in customer service, reception, administrative support, security, hospitality, or a related field.
• Previous security experience required.
• Experience working with diverse populations in a professional environment preferred.

Knowledge, Skills, and Abilities

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Ability to remain calm, professional, and courteous in challenging situations.
• Ability to exercise sound judgment and discretion when addressing visitor, participant, or facility concerns.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office Suite and standard office equipment.
• Ability to maintain accurate records and documentation.
• Ability to multitask, prioritize responsibilities, and work independently.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Knowledge of workplace safety practices and emergency response procedures preferred.

Physical Requirements

• Ability to sit, stand, and walk for extended periods throughout the workday.
• Ability to greet and assist visitors and participants throughout the facility.
• Ability to occasionally lift and carry materials weighing up to 25 pounds.
• Ability to operate computers, telephones, printers, and other standard office equipment.
• Ability to respond quickly to facility, visitor, staff, or participant needs as situations require.

Work Environment This position operates primarily in an office environment with frequent interaction with participants, visitors, staff, vendors, and community partners. The role requires continuous front desk coverage, regular movement throughout the facility, and the ability to respond appropriately to visitor, participant, and facility-related situations. Occasional evening or weekend hours may be required to support agency operations, special events, or emergency situations.

Benefits

• Health Insurance - Employer pays 85% of single health plan premium
• Dental Insurance (single or family) – 100% Employer paid
• Vision Insurance (single or family) – 100% Employer paid
• Life Insurance & Accidental Death & Dismemberment Insurance – 100% Employer paid
• Short Term & Long-Term Disability Insurance – 100% Employer paid
• 10 vacation days after 90 days of employment
• 9 personal days annually, prorated first year of employment after successful completion of probationary period
• 14 Paid Holidays annually
• 10% of monthly salary contributed to retirement accounts
• $23 - $26 per hour

WRTP | BIG STEP is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. If you require reasonable accommodation to complete the application process, please contact [HR hyoplac@wrtp.org/414-937-3610]