W2 Only (No C2C) :: Remote :: ICAM/USAccess Help Desk Analyst (HSPD-12) || G.C / U.S.C

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.