Support Associate 4

Altron•Portsmouth, NH

8d•Onsite

About The Position

Altron is seeking a Support Associate IV for 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, high-volume production environment. It includes researching mailing issues and potentially fraudulent documents, supporting government inquiries, preparing confidential correspondence, maintaining records and databases, and mentoring junior team members. The position may require serving as acting Section Leader for up to two weeks when needed. It 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 (1st or 2nd shift).

Requirements

Must be able to obtain and maintain a U.S. Government security clearance; U.S. citizenship is required to maintain a Public Trust 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 Support Associate Level III.
Experience supporting customer service efforts in 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.

Nice To Haves

Familiarity with the 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.
Assist the Government Customer Service Manager with inquiries from high-level stakeholders, including Congress, Headquarters, the White House, and other government agencies.
Oversee and maintain data concerning Potentially Fraudulent Birth Documents (PFBD), conduct research, provide 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 leader’s absence.
Draft and prepare precise, confidential professional correspondence, letters, reports, and other documentation.
Use Microsoft Office Suite applications, including Word, Excel, PowerPoint, and Outlook, for communication, data entry, and document preparation.
Collaborate with government staff, quality control, and customer service teams to ensure timely processing and problem resolution.
Perform routine office tasks and assist with public interactions in high-traffic areas professionally.