Support Associate 4

Altron is a dynamic Small Business specializing in engineering services, technology solutions, and professional services, proudly delivering award-winning innovations since 1992. From developing secure, reliable mission-critical systems for the U.S. Navy and the Department of Justice to managing the entire passport processing lifecycle for the Department of State, our team is a trusted partner to federal agencies in meeting their most demanding challenges. Our mission is simple but powerful: to provide secure, high-quality, and reliable mission-critical solutions, coupled with unmatched professional services that exceed expectations at every turn.

We are seeking a Support Associate IV to join our Passport Center team. In this role, you will provide high-level administrative support to government staff, assist with complex casework, and help resolve escalated service issues. The ideal candidate thrives in a detail-oriented, fast-paced environment and brings a combination of technical expertise, critical thinking, and strong communication skills. Key responsibilities include investigating undeliverable passports, maintaining records for potentially fraudulent documents, assisting with high-level government inquiries, and mentoring junior team members. You’ll also prepare professional correspondence, manage databases, and occasionally step in as an acting Section Leader. The position involves routine office tasks, regular use of Microsoft Office applications, and physical activity such as lifting boxes and standing for extended periods. If you’re organized, resourceful, and enjoy supporting mission-critical operations, we encourage you to apply!

This is a full-time, non-exempt position based in Portsmouth, New Hampshire. U.S. citizenship is required to maintain a Public Trust Security Clearance. The hourly rate is $25.60 –$26.11, depending on which shift is being filled, 1st shift or 2nd shift. In addition to the hourly wage this position has a comprehensive benefits package including healthcare benefits (medical, dental, and vision), Flexible Spending Accounts, Life Insurance, 401(k) plan with matching company contributions, sick time and holidays, and tuition and training reimbursement.

You’ll be responsible for:

• Manage the resolution of mailing issues including undeliverable passports and application retrieval, requiring advanced research and coordination with QC and customer service staff.
• Support inquiries from high-level stakeholders such as 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), including conducting research, offering initial recommendations, and updating various databases and SharePoint sites.
• Train and mentor junior-level Support Associates, contributing to the improvement of onboarding and training procedures.
• Serve as acting Section Leader for up to two weeks when needed, providing leadership and oversight in the absence of the assigned Section Leader.
• Draft and prepare professional correspondence including letters, reports, and documentation requiring precision and confidentiality.
• Utilize Microsoft Office Suite tools (Word, Excel, PowerPoint, Outlook) to manage communication, data entry, and document preparation in a high-volume production environment.
• Collaborate closely with government staff, quality control, and customer service teams to ensure timely processing and problem resolution.

You’ll need to have:

• Must be able to obtain and maintain a U.S. Government security clearance.
• Must have a Bachelor’s Degree; alternatively, four (4) years of relevant experience as a Support Associate Level II or III, or four (4) years of high-volume data entry experience.
• Must have six (6) years of general office experience, including at least four (4) 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.
• Familiarity with the laws, rules, and regulations related to passport eligibility and issuance. (Preferred)

Physical Requirements:

• Must be able to perform repetitive tasks such as sitting, reaching, lifting, sealing envelopes, and filing.
• Must be able to stand for 6–12 hours in public areas to assist internal and external customers.
• Must be capable of lifting up to 45 lbs.
• Must be willing to work in inclement weather conditions if required by the government customer.
• Must be able to assist with managing public interactions in high-traffic areas in a professional manner.