Job Directory Senior Trusted Agent

Senior Trusted Agent
Boston, MA

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Job Description

Description

The Senior Trusted agent works in a highly automated environment using various technical software applications including QLess electronic queueing and Identity Management System. The Senior Trusted Agent must be capable of utilizing these systems at a high degree of expertise while also offering system support to peers and end users.

Essential Tasks of the Job

Provides high-level security badge processing support with minimal supervision and technical support, performing in a lead role for the Trusted Agent group. Provide a high degree of user support to peers and end users for office automation software.

Provides systems support, including full understanding of all office systems relating to security media processing.

Provides document support; serves as subject matter expert regarding all required documentation relating to security media processing.

Provides general badge process guidance to staff prior to supervisory interaction.

Provides detailed guidance on security check process and regulatory requirements.

Performs data and workflow analysis, compiles performance metrics and research reports demonstrating strong writing, analytical skill and critical thinking.

Assists with the management of the Continuum Access Control workstations.

Acts as first level of escalation for the ACS/EBadging issues.

Tracks and investigates repeated problems to determine any underlying issues.

Assists with new hire and authorized signatory training.

Performs responsibilities with high level of technical knowledge and expertise of web based and software applications.

Performs high intensity customer service for the Security Badge Office at Logan. Handles in-person, phone, and computer inquiries from the airport community and general public.

Researches and gathers information to respond to inquiries from tenants, other Massport Units and customers. Refers all unresolved situations to immediate supervisor.

Responds to requests for information from internal and external stakeholders providing assistance in the interpretation of rules and regulation as directed by management.

Provides technical support to airport community and stakeholders relating to the usage of the electronic badging system.

Develops various online forms, workflows, spreadsheets and reports for our customers.

Reviews and evaluates applications, documents and other supporting information to determine an applicants' eligibility for airport issued identification media, which includes verifying the identity and work authorization of an applicant in compliance with federal security regulations. Issues identification media after the applicant successfully completes the requirements in the TSA security regulations and in accordance with the TSA approved security program. All the aforementioned tasks are executed within a software environment.

Evaluates various security media applications for accuracy, completeness, required training documentation and appropriateness of requests. Accesses confidential and security sensitive information utilizing the identity management system.

Performs quality control of the information submitted on applications to ensure the accuracy of the data used in conducting the CHRC, STA, and other vetting. Identifies and corrects discrepancies specific to biographic data and access requirements.

Provides guidance and education to Authorizes Signatories regarding the application and training requirements for badge issuance.

Verifies and determines the validity and acceptability of Identity Documents and Work Authorization.

Validates authenticity of documents and scan original documents to the system for recordkeeping purposes before personal information from applicants and other documentation is transmitted to conduct the required vetting; determines eligibility; authorizes and issues identification media based on CHRC and STA results. Utilizes knowledge and tools to prevent document and imposter fraud and ensure proper credentialing of airport personnel.

Exercises independent decision making to determine the validity of the application and supporting documentation required for airport issued identification media.

Administers verbal test to applicants prior to issuing a badge to ensure the applicant possesses the necessary knowledge of TSA and MPA security requirements, regulations, and procedures.

Captures the biometric data (fingerprint) of applicants to ensure the content and quality are acceptable for CHRC and enrollment in the access control system.

Operates and maintains specialized equipment utilized in badge production.

Maintains and secures confidential and security sensitive information to include Personally Identifiable Information and Sensitive Security Information in accordance with state and federal regulations. Protects the inventory of unused identification media in compliance with TSA regulations.

Ensures the integrity of security measures required for airport credentialing in compliance with policies and procedures promulgated by federal agencies and Massport.

Ability to make sound decisions based on established procedures, regulations, technical information, and available resources. Exercise critical thinking to resolve issues in a professional manner which enhances service, security, and efficiency.

SECONDARY JOB TASKS:

Conducts audits of airport issued identification media.

Audits security badges to ensure accountability and control in accordance with federal regulations.

Reviews information for accuracy, assesses performance, and determines appropriate remediation and improvement measures. Identifies trends and recommend solutions.

Evaluate door access requests and provision access.

Determines eligibility for door access and provision access utilizing the badging system and access control system.

Ensures access privileges are authorized and processed in a timely matter to enable badge holders to perform their job functions in secure areas of the airport.

Troubleshoots door access issues utilizing multiple databases to efficiently resolve issues.

Performs other job-related duties as assigned.

Job Requirements and Qualifications

EDUCATION: Bachelor's degree or equivalent professional work experience preferred. Must demonstrate college level verbal, written and analytical skills.

EXPERIENCE: Four (4) years' administrative, security, and/or customer service experience required. Experience in a multi-lingual and/or an airport environment is preferred. Experience in examining travel and employment authorization documents.

PREFERRED SKILLS AND EXPERTISE:

Ability to type 40-60 WPM.

Working knowledge of software-based reporting solutions including Excel, Crystal and Yellowfin.

Able to provide technical support to internal and external users, including troubleshooting support of Desktop PC environment and peripherals.

Strong technical knowledge of web-based applications and capable of taking detailed technical notes when escalating advanced problems to Information Technology or software vendors in a collaborative and effective manner, including test changes and/or updates to the software application for QA.

Ability to protect confidentiality in all written and verbal communications.

Working knowledge of a foreign language, conversational ability preferred. Spanish and Arabic are strongly preferred.

Demonstrated college level verbal, written, and mathematical skills.

Ability to pass a Massport controlled substances test and security background checks.

Fundamental knowledge of government issued identification and lawful status documents, including VISA classifications.

Ability to obtain and maintain a Security Identification Display Area (SIDA) Airport Identification Badge within thirty (30) days from the date of employment.

Ability to obtain Airport Certified Employee (ACE) Trusted Agent professional certification.

Supplemental Information

WORK SCHEDULE: Ability to work a 37.5-hour week with varied hours including early morning and late evenings. Ability to work additional hours as workloads demand. May be required to temporarily work at other Massport airport facilities.

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