Support Associate 4

Altron Inc•Portsmouth, NH

9d•$26 - $26•Onsite

About The Position

Altron is seeking a Support Associate IV to join its Passport Center team in Portsmouth, New Hampshire. The role provides high-level administrative support to government staff, assists with complex casework, and helps resolve escalated service issues in a detail-oriented, fast-paced environment. Work includes investigating undeliverable passports, maintaining records for potentially fraudulent documents, assisting with high-level government inquiries, mentoring junior team members, preparing professional correspondence, and managing databases. The position may require serving as an acting Section Leader for up to two weeks when needed. It involves routine office tasks, regular use of Microsoft Office applications, and physical activity including lifting boxes and standing for extended periods. This is a full-time, non-exempt position. U.S. citizenship is required to maintain a Public Trust Security Clearance. The hourly rate is $25.60–$26.11, depending on the shift being filled (first or second shift).

Requirements

Must be able to obtain and maintain a U.S. Government security clearance.
Bachelor’s degree, or alternatively, four years of relevant experience as a Support Associate Level II or III, or four years of high-volume data-entry experience.
Six years of general office experience, including at least four years using Microsoft Word, Excel, PowerPoint, and Outlook.
Must meet all qualifications of the Support Associate Level III.
Experience supporting customer service efforts within a government or regulated environment.
Ability to perform repetitive tasks such as sitting, reaching, lifting, sealing envelopes, and filing.
Ability to stand for 6–12 hours in public areas to assist internal and external customers.
Ability to lift up to 45 lbs.
Willingness to work in inclement weather conditions if required by the government customer.
Ability to manage public interactions professionally in high-traffic areas.
U.S. citizenship is required to maintain a Public Trust Security Clearance.

Nice To Haves

Familiarity with laws, rules, and regulations related to passport eligibility and issuance.

Responsibilities

Manage resolution of mailing issues, including undeliverable passports and application retrieval, through advanced research and coordination with quality control and customer service staff.
Support inquiries from high-level stakeholders, including Congress, Headquarters, the White House, and other government agencies, by assisting the Government Customer Service Manager.
Oversee and maintain data related to Potentially Fraudulent Birth Documents (PFBD), conduct research, offer initial recommendations, and update databases and SharePoint sites.
Train and mentor junior-level Support Associates and contribute to improvements in onboarding and training procedures.
Serve as acting Section Leader for up to two weeks when needed, providing leadership and oversight in the assigned Section Leader’s absence.
Draft and prepare professional correspondence, letters, reports, and documentation requiring precision and confidentiality.
Use Microsoft Office Suite tools, including Word, Excel, PowerPoint, and Outlook, for communication, data entry, and document preparation in a high-volume production environment.
Collaborate with government staff, quality control, and customer service teams to support timely processing and problem resolution.