HSPD-12 Helpdesk-Customer Support

GRS, Inc.; Washington (District of Columbia); On-site; USD 60,000 - 75,000; Full time

Job summary

GRS, Inc. seeks a HSPD-12 Helpdesk - Customer Support to assist ICE PCIF managers and PIV cardholders with service and expertise on HSPD-12 and related PACS/LACS issues.

The role covers consumables management, inventory, PIN resets, and PIV card processing across the U.S. and internationally.

Qualifications

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

Responsibilities

• Manage the consumables for the PCIF including: replacing consumables, maintaining inventory, and providing guidelines based on usage metrics.
• Maintain an inventory of PCIF/HSPD-12 equipment including issuing and receiving; assist cardholders with PIN resets.
• Assist cardholders with troubleshooting PACS/LACS issues; manage ROS tracking and the Lost/Stolen/Compromised PIV card process.
• Manage centrally printed PIV card process: tracking, documenting, and shipping PIV cards within the United States and internationally.
• Provide fingerprint services (hard copy and electronic) to support federal background investigations.

Skills

Windows apps

Web apps

Microsoft Office

SharePoint

Customer service

Education

High School Diploma or GED

Two-year college degree

Tools

Office Professional

SharePoint

Job description

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

Security Requirements:

• Public Trust – Secret clearance preferred

Skills:

• 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

Physical Requirements:

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

Communication:

• 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.