Help Desk Specialist I

Providing first-level technical support, the full-time Help Desk Specialist I (Tier 1 Agent) will serve as a centralized Point of Contact for CBP employees and contractors in a 24x7x365 remote environment, responding to incidents and service requests while ensuring accurate documentation and escalation of issues. Key responsibilities Respond to incoming incidents and service requests via multiple channels, ensuring timely resolution and documentation in ServiceNow Perform troubleshooting for various technical issues, including applications, hardware, network connectivity, and remote access Monitor ticket status and communicate updates to customers while participating in major incident bridge calls as necessary Required qualifications High school diploma or equivalent Minimum 1 year of experience in IT help desk or technical customer support Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts Ability to work rotating shifts, including nights, weekends, and holidays Sole U.S. citizenship required, with the ability to pass a CBP Background Investigation Virtual Vocations Inc