ICAM/USAccess Help Desk Analyst (HSPD-12) || G.C / U.S.C
12+Months
Remote
W2 Only (No C2C)
Role Summary:
Provide Tier 1–2 support for GSA’s HSPD‑12/ICAM environment with a focus on USAccess credentialing services. Triage and resolve tickets across the PIV credential lifecycle, deliver high-quality customer service to agency users and role holders, maintain data accuracy for security-critical functions, and collaborate with the ICAM PMO and stakeholder community to meet evolving priorities.
Key Responsibilities:
- Serve as front-line contact for incidents and service requests related to ICAM/USAccess tools, roles, and credential lifecycle activities (sponsorship, enrollment, adjudication, issuance, activation, maintenance, termination).
- Diagnose and resolve issues following SOPs; escalate complex cases with clear documentation and recommended next steps.
- Maintain accurate records in the ticketing system; track SLAs, update case notes, and close tickets with complete resolution details.
- Create and update knowledge base articles, quick reference guides, and user communications.
- Support user training and onboarding for ICAM credentials, USAccess role holders, and associated tools.
- Execute data validation and reconciliation tasks; perform quality checks to ensure data integrity and compliance.
- Generate routine and ad hoc reports; analyze trends to identify recurring issues and propose improvements.
- Participate in testing of process or tool changes; provide feedback to improve usability and supportability.
- Coordinate with ICAM PMO, security, and partner agency stakeholders to align support with policy and operational changes.
- Protect sensitive information (PII) and follow federal security, privacy, and records management requirements.
Required Qualifications:
- Education: High School diploma or GED.
- Experience: Up to 3 years in a help desk or service desk role supporting enterprise users.
- Technical skills:
- Proficiency with MS Office (Word, Excel, PowerPoint) and Google Workspace (Gmail, Calendar, Docs, Sites).
- Comfortable working with spreadsheets, data lookups, filters, and basic pivots; accurate data entry and validation.
- Familiarity with ticketing systems (e.g., ServiceNow, Remedy, Jira Service Management) and remote support tools.
- Communication and customer service:
- Clear, professional verbal and written communication.
- Strong customer orientation; ability to explain complex topics in simple terms.
- Problem solving and execution:
- Analytical approach to troubleshoot beyond scripted steps.
- High attention to detail working with large data volumes and security-sensitive information.
- Ability to manage multiple priorities and adapt quickly to shifting demands.
- Team-oriented, collaborative work style.
Preferred Qualifications:
- Knowledge of federal ICAM concepts, HSPD‑12, FIPS 201, and the PIV credential lifecycle.
- Familiarity with GSA’s USAccess shared services, role-based processes, and related tools/portals.
- Experience supporting users in an ICAM or credentialing environment.
- Advanced computer skills: complex Excel formulas, basic MS Project and Visio usage; comfort navigating databases/reporting tools.
- Certifications: HDI Support Center Analyst, CompTIA A+, Security+, or ITIL 4 Foundation.
- Public Trust suitability or ability to obtain and maintain required background investigation.
Work Conditions:
- Full-time position; standard business hours with occasional extended or off-hours support based on mission needs.
- Remote, onsite, or hybrid arrangements per client requirements; limited travel may be requested.
Success Indicators:
- High first-contact resolution, SLA adherence, and ticket quality.
- Positive customer satisfaction scores and clear, complete documentation.
- Accurate data handling and compliance with security and privacy requirements.
- Effective collaboration with ICAM PMO and stakeholder groups.
