HSPD-12 Helpdesk-Customer Support

Global Resource Solutions, Inc. (GRS) is seeking an enthusiastic, motivated, detail orientated, and talented individual for the position of 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.  

Essential Duties & Responsibilities:  

· 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. 

An exciting and rewarding career awaits you with Global Resource Solutions, Inc. (GRS). GRS is a management consulting company to government and business that offers great career opportunities and a comprehensive slate of employee benefits to our employees including medical, dental, vision, short/long term disability, life insurance and a retirement plan. GRS is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.