Hsdp-12 Helpdesk

HSPD-12 HelpdeskSpecialist

Washington, DC (On-site)

Full time, Exempt

Security Clearance:Public Trust

BruckEdwards, Inc. is a growing, small business, government contracting company providing IT services to the federal government. Our culture is founded on providing all employees with a stimulating environment in which they can maximize their potential. We are dedicated to making a positive impact on our customers by providing them with high-end technical solutions, outstanding customer service, and continually improving our process. We provide our staff with the resources they need to achieve success while giving employees the freedom to develop innovative and creative solutions to meet our customer’s needs.

BruckEdwards, Inc. seeks a HSPD-12 Helpdesk Specialist to join our team of IT professionals supporting a multi-year, on-going Departmental Credentialing initiative for one of our federal clients.

The HSPD-12 Help Desk Specialist will manage Tier I, II, & III level customer support and troubleshooting. As the first point of contact for customers seeking technical assistance via the phone or email, their role is to determine the best solution based on the issue, details provided by customers, and best practices.

Role Responsibilities:

• Manage USAccess Helpdesk Tier I, II, & III – assistance and support for incoming queries and issues related to PIV Credentialing (via email, phone, or in-person support)
• Manage automated card terminations and USAccess records maintenance.
• Manage terminated PIV card collection (renewals, damaged, retired, etc.). Terminate and destroy in USAccess records, deactivate in PACS and physically destroy cards.
• Receive new PIV card shipments. Maintain inventory and check new cards into USAccess.
• Reroute PIV cards to alternate USAccess locations as needed, and coordinate special accommodations with non-DOL badging facilities.
• Create and track Help Desk incidents and record resolution in logs.
• Provide front desk credentialing support as needed.
• Provide strategic communication to local and regional sites regarding anticipated service changes.
• Strong customer service skills
• Problem-solving ability
• Ability to reason with logic
• Multi-tasking and ability to adapt to a fast-paced environment
• Excellent written and oral communication skills
• Independent and team player
• Ability to digest, retain, and apply information quickly and effectively.
• Experience using data analytics tools such as MS Excel, MS Power BI, Tableau, SQL

Basic Requirements

• Bachelor’s degree with six plus (6+) years of relevant experience, preferably with helpdesk support and USAccess/ HSPD-12 knowledge
• Ability to obtain a public trust clearance.
• Three (3) years of experience with Microsoft Office Excel, Word, and Outlook.
• Exceptional customer service experience
• Work performed on-site with the client in Washington, DC.
• Work schedule is Monday through Friday, 8:00 am – 5:00 pm.

Preferred Qualifications

• Active PIV card- Preferred

Please note this position may require access to sensitive and/or confidential data, and it is the responsibility of the employee to acknowledge and adhere to BE’s ethics and applicable security policies addressing the acceptable use of information system resources.

BruckEdwards is proud to be an equal opportunity and affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.