Help Desk Specialist I - Tier 1

Overview Help Desk Specialist I – Tier 1 Chronos Operations, LLC is seeking a Help Desk Specialist I (Tier 1) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24×7×365 centralized Point of Contact (POC) for CBP employees and contractors, providing first‑level technical support and customer service. Responsibilities Serve as a 24×7×365 centralized Point of Contact (POC) and Tier 1 customer support for all CBP employees and contractors or Participating Government Agencies (PGA) and Trade (importers/exporters) via the external 866 number. Answer and respond to incoming requests, incidents, and questions via internal 800 number or external 866 number, live agent chat, self‑service tickets, and emails. Record all technology incidents/service requests in ServiceNow, documenting all actions performed and information required for next‑level support. Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for web‑based and client‑based CBP applications; email/messaging; mobile devices; hardware (printers, desktops, laptops, etc.); network connectivity; workstation login and PIV card issues; remote VPN/DHS Workplace connectivity. Perform password resets, account unlocks, and initial request intake adhering to security policies. Provide first‑level resolution using established troubleshooting methods and knowledge articles. Escalate incidents to next‑level support (internal CBP teams and third‑party vendors) via ticket transfer and warm transfer of calls. Monitor and communicate ticket status to internal or external customers. Identify and escalated potential major incidents affecting multiple end users. Participate in major incident bridge calls and communicate customer impact. Handle Sensitive VIP customer contacts with timely, accurate escalation and follow‑up. Verify ACE portal accessibility after maintenance events. Make independent sound decisions, exercise critical thinking, and apply innovative problem‑solving approaches to support mission objectives and operational success. Support ACE‑related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement. Perform other duties as assigned. Qualifications High school diploma or equivalent. 1+ year of IT help desk or technical customer support experience. Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking. Availability to support rotating shift, 24×7×365 coverage required. U.S. Citizenship required; must pass CBP Background Investigation (BI). Preferred Qualifications Bachelor’s degree in Business Administration, Information Technology, or related field preferred. Experience may be used in lieu of education. CompTIA A+ or similar IT certification. HDI Customer Service Representative or Support Center Analyst certification. Experience with the ServiceNow ITSM platform. Experience with VPN troubleshooting (Global Protect, Zscaler). Experience with the ACE (Automated Commercial Environment) system. Experience supporting Trade/PGA customers. Prior federal government or CBP help desk experience. Experience with Amazon Connect or a similar ACD system. Knowledge, Skills, and Abilities Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect. Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation. Ability to identify and resolve IT issues quickly, following escalation protocol. Ability to work with internal teams and other agencies to resolve cross‑functional IT needs. Ability to support rotating shift, 24×7×365 coverage required. Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem‑solving approaches to support mission objectives and operational success. Ability to analyze customer feedback and performance metrics to drive continuous improvement. Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders. Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership. Strong written and verbal communication skills for technical documentation and stakeholder coordination. Excellent communication, leadership, and project management skills. Ability to work effectively in cross‑functional teams and under senior analyst guidance. Ability to meet minimum clearance requirements. Ability to work nights, weekends, and holidays as required. Ability to travel 10%. Benefits At Chenega MIOS, we value our team members and offer a broad range of benefits. Learn more about working at Chenega MIOS. Teleworking Permitted? Yes Teleworking Details Remote Estimated Salary/Wage USD $18.00/Hr. Up to USD $19.00/Hr. #J-18808-Ljbffr