HSPD-12 Helpdesk-Customer Support

Job Description:

Summary:

The HSPD-12 Helpdesk
- Customer Support shall provide support and assistance to all ICE PCIF managers and ICE PIV cardholders in the form of customer service, and shall serve as the subject matter expert on HSPD-12 and PACS related issues.

• Manage the consumables for the PCIF including: replacing consumables, maintaining a consumables inventory, and providing printer consumable guidelines information based on inventory and usage metrics.
• Maintain an inventory of PCIF/HSPD-12 equipment to include issuing and receiving. Assist cardholders with re-setting a personal identity verification number (PIN) as required.
• Assist cardholders with trouble shooting techniques to resolve Physical Access Control Systems (PACS) and Logical Access Control System (LACS) issues. Manage the HSPD-12 Lost/Stolen/Compromised PIV card process to include providing instructions to cardholders, tracking and monitoring submitted Reports of Surveys (ROS).
• Manage the centrally printed PIV card process to included tracking, documenting and shipping of PIV cards within the United States and Internationally to authorized locations.
• Provide fingerprint services (hard copy and electronic) to support federal background investigation requirements and transmit for processing

Requirement:

• Minimum High School Diploma or GED – Two-year college degree preferred
• Three (3) years of experience

• Public Trust – Secret clearance preferred

• Must have in-depth knowledge of and skills in Windows-based and web-based desktop applications, such as Microsoft Office Professional, Microsoft Project, and Microsoft SharePoint.
• More specifically, it requires working knowledge of software/desktop applications (PC operating systems, office automation suites, office productivity software, groupware, email clients, digital collaboration tools, etc.) deployed in the ICE enterprise information technology environment.
• Experience and knowledge using Microsoft Office Suite

• This position requires employees to be willing and able to: sit, bend, reach, stoop, squat, stand, and walk.

• Excellent customer service via phone and face to face conversation, excellent written and oral command of English.

GRS is an Equal Opportunity Employer. GRS will continue to abide by obligations under VEVRRA and Section 503 physical or mental disability, protected veteran status, or any other characteristics that are protected by law.