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Helpdesk Assistant-2

Supporting the Most Exciting and Meaningful Missions in the World



Helpdesk Assistant-2


Overview: PAE is a leading provider of enduring support for the essential missions of the U.S. Government, its allied partners and international organizations.  As it enters its 60th year of business, PAE’s current portfolio includes capabilities in critical facility infrastructure, aviation, logistics, training, range operations and national security solutions, to support complex missions for customers around the world.  Today, the approximately 15,000 members of our global workforce perform with excellence and dedication in roughly 60 countries, on all seven continents, in some of the world's most challenging regions.  We attribute our success to the quality of our work and the integrity and high ethical standards that define our business operations. PAE is headquartered in Arlington, Va. Responsibilities: PAE has an exciting opportunity for a Help Desk located in Washington, DC.     The administration of the e-QIP help desk program throughout FPS’s 11 Regions, and Headquarters staff operations is administered by dedicated customer service representative, and overseen by a Federal employee senior staff. The customer service representatives process user account requests and terminations as well as acting as a conduit to implement program policy modifications and changes and to facilitate training for the over one hundred and fifty (150+) users sponsored by FPS nationwide. Familiar with reviewing of investigative forms for completeness, accuracy, and correct type of investigation needed. Ability to review “e-QIP” request on-line and provide technical assistance with the applicant and would have the ability to “reject” the form back to the applicant for correction of information, if applicable. Receives telephone calls and respond to incoming e-mail messages on “Customer Service” web address. Prepares, submits, monitors, and updates computer tracking systems concerning appropriate case material. Serves as a source of reference and guidance for staff members regarding the monitoring and maintenance of case-material. Verifies the appropriate level of background investigation being requested. Provide timely responses to all calls/emails for e-QIP related support. This includes, but is not limited to assisting applicants and/or their Government/private sector representative encountering e-QIP related issues. Must maintain a working knowledge of the e-QIP system in order to adequately respond to e-QIP related inquiries, as well as identifying, and elevating to the Contractor Suitability Adjudications Staff issues relative to system-wide and case-specific e-QIP related issues. Assure a high degree of customer satisfaction related to all Customer Service Help Desk activities. This includes, but is not limited to staff conducting themselves in a professional manner at all times. Being pleasant, courteous, and respectful when talking to customers on the telephone, and/or via e-mail interaction. Assist in expanding the usage of the OPM e-QIP to greater than 95% for Security and Suitability Investigation Requests. Maintain personnel security reference materials and DHS policy and procedure for handling Privacy Act protected and Sensitive Personally Identifying Information. This is provided by live operator(s) Monday thru Friday from 7:30 AM until 7:30 PM eastern time and supplemented by voice and e-mail at all times. Qualifications: Functional Responsibility: In conjunction with the provision of professional security and/or intelligence services, functions as administrative assistant for an office or program. Provides administrative support functions such as: preparing final correspondence, reports and other published material; preparing briefing material; maintaining program files; supporting budget and finance functions; and executing administrative operating processes and procedures. Minimum Experience & Education: With a Bachelor’s or Associate’s Degree this position requires no experience. With a High School Diploma this position requires one year of relevant experience performing administrative support functions. With no degree, two years of relevant experience performing administrative support functions is required. Must be organized and have good oral and written communication skills. Experience using word processing and desktop publishing application software and hardware is preferable.     Preffered Qualifications   1. Bilingual (Spanish). 2. Professional Help Desk Experience . 3. Must be highly organized and have excellent oral and written communication skills. 4. Experience using word processing and desktop publishing application software and hardware is preferable. 5. Experience in responding to requests for information and searching automated systems for data. 6. Ability to use Microsoft Office Programs      


PAE is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.


EEO is the Law Poster

Company Name:
Security Clearance:
Washington, District of Columbia
United States
Not Specified
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