Help Desk Specialist I (Tier I Agent - Internal)

Full-time

Aretec Inc

Job Description
Job Description
Help Desk Specialist I (Tier 1 Agent – Internal)
CBP Technology Service Desk (TSD)
Location: Remote
Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)
Employment Type: Full‑time
Clearance Requirement: CBP Background Investigation (Unclassified)

About Aretec
At Aretec, Inc. , we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data‑driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that support mission success.

Position Summary
Aretec is seeking a Help Desk Specialist I (Tier 1 Agent – Internal) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD) . This role serves as a 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first‑level technical support and customer service. The ideal candidate is customer‑focused, technically capable, and comfortable working in a fast‑paced, mission‑critical environment.

What You'll Do
Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.
Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self‑service tickets, and email.
Accurately log and document all incidents and service requests in

Vacancy posted 9 hours ago

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