Personnel Security Helpdesk Assistant in Washington, DC at PAE

Date Posted: 11/23/2019

Job Snapshot

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Job Description

Supporting the Most Exciting and Meaningful Missions in the World

Personnel Security Helpdesk Assistant

To provide personnel and administrative support services for DHS Federal Protective Services (FPS) offices.


Provides personnel and administrative support of the overall operational objectives for FPS Personnel Security Division, duties may include, but are not limited to:

  • The administration of the e-QIP help desk program throughout FPS’s 11 Regions, and Headquarters staff, operations is administered by dedicated customer service representatives, and overseen by a Federal employee senior staff member. 
  • 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 responds 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 Regional Contractor Adjudications Unit 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. 
  • 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 through Friday from 7:30 AM until 7:30 PM eastern time and supplemented by voicemail and e-mail at all times.

Minimum Experience & Education

  • Bachelor’s Degree required.
  • 3 years of directly related experience performing administrative support in personnel security functions.

Required Qualification

  • Experience using word processing and desktop publishing application software and hardware.
  • Must be highly organized and have excellent oral and written communication skills.
  • Experience in responding to requests for information and searching automated systems for data.
  • Ability to use Microsoft Office Programs
  • All applicants must be able to obtain and maintain a security clearance

Preferred Qualification

  • Bilingual (Spanish)
  • Professional Help Desk Experience
  • Proficiency in using Microsoft Excel and Outlook

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.

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