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

- **Company:** Bitsoft International, Inc.
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Contract:** Contract
- **Skills:** Microsoft Word, Microsoft Excel, JIRA, Big Data, Spreadsheets, Databases, Data Validation, Data Integrity, Excel Formulas, Federal Information Processing Standards (FIPS), PC Tools, Issue Tracking Systems, Microsoft Office, Microsoft Project, Microsoft Visio, Microsoft PowerPoint, Remote Service Software, Data Processing, Tools for Reporting, Gsuite, Servicenow
- **Published:** October 15, 2026
- **Apply:** https://www.dice.com/job-detail/cb3de5e5-6b0b-44d0-a406-16768aecc133

## About the Role

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.

## Description

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., 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., 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.