Personnel Employment Assistant II

About the role

The Personnel Assistant II (Identity Credentialing Specialist) provides professional customer service and administrative support in a secure credentialing environment. This position verifies customer identity, processes credential applications and updates, maintains electronic records, and ensures compliance with established organizational policies, security requirements, and operating procedures.

Responsibilities

• Verify customer identity and eligibility using authorized credentialing and enrollment systems.
• Process new credential requests, renewals, replacements, updates, and related administrative transactions.
• Review applications and support documentation for completeness, accuracy, and compliance with established procedures.
• Enter, update, and maintain electronic records with a high degree of accuracy.
• Aid customers with application requirements, documentation, and eligibility questions.
• Process credential maintenance transactions, including password resets, certificate updates, and account maintenance, as authorized.
• Operate credential production equipment, scanners, cameras, printers, computers, and other office equipment.
• Perform basic user-level maintenance and troubleshooting of office equipment.
• Protect sensitive and confidential information in accordance with applicable privacy and security requirements.
• Maintain accountability of controlled materials, supplies, and equipment.
• Respond to customer inquiries by telephone, email, and in person in a professional and courteous manner.

Requirements

• High school diploma or equivalent.
• Minimum one (1) year of experience in customer service, administrative support, and record maintenance.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and Teams.
• Strong organizational, communication, and customer service skills.
• Must be able to successfully complete all required background screening and maintain eligibility for access to secure systems and facilities.

Qualifications

• Experience in identity management, credentialing, records administration, or document verification.
• Experience working in a highly regulated or security-focused environment.
• Experience providing face-to-face customer support in a high-volume office.
• Experience using enterprise database applications.

Skills

• Exceptional attention to detail.
• Professionalism.
• Outstanding customer service.
• Safeguarding sensitive information.

Benefits

This position is covered by the McNamara-O'Hara Service Contract Act (SCA). Compensation, benefits, and applicable health and welfare requirements are administered in accordance with the applicable U.S. Department of Labor Wage Determination. For more information on Serco benefits, please visit: https://careers.serco-na.com/us/en/what-we-offer.

Pay

The hourly amount for this position can be found at the top of this posting. This role is covered by the Service Contract Act. For positions on this contract, we will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor and the Wage Determination (WD). The wage rate will vary depending on the locality. Additionally, you will receive Health and Welfare Benefits based on the WD for the contract.

Schedule

Details on the schedule will be provided in the hiring process.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. For more information on Serco benefits, please visit: https://careers.serco-na.com/us/en/about-us. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice. Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com. Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.