Help Desk Specialist I (Tier I Agent - Internal)

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 ServiceNow , including troubleshooting steps and resolution details required for next‑level support.

• Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to:

• CBP web‑based and client‑based applications

• Email and messaging systems

• Mobile devices

• Hardware (printers, desktops, laptops, peripherals)

• Network connectivity

• Workstation login and PIV card issues

• Remote access, VPN, and DHS Workplace connectivity

• Perform password resets, account unlocks, and initial request intake in compliance with security policies.

• Provide first‑call resolution using established troubleshooting techniques and approved knowledge articles.

• Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third‑party vendors, using ticket transfer and warm‑call transfer methods.

• Monitor ticket status and proactively communicate updates and resolution progress to customers.

• Identify and escalate potential major incidents affecting multiple users.

• Participate in major incident bridge calls and communicate customer impact as required.

• Handle sensitive or VIP customer contacts with timely, accurate escalation and follow‑up.

• Verify ACE Portal accessibility following scheduled maintenance or outage events.

Required Qualifications