Help Desk Specialist Tier 1

Position: Help Desk Specialist I  Tier 1
Req : 41798

Summary

Help Desk Specialist I Tier 1

Ashburn, VA (Remote)

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

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 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first level technical support and customer service.

Responsibilities

• Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for either 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 Service Now, 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 escalate 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.
• Ability to independently make 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.
• Other duties as assigned.

Qualifications

• High school diploma or GED equivalent.
• 1+ year of IT Help Desk or Technical Customer Support experience.
• Must be available to support rotating shift, 24x7x365 coverage required.
• U.S. Citizenship required; must pass CBP Background Investigation (BI).

Preferred Qualifications:

• Bachelors degree in Business Administration, Information Technology or related field preferred.
• CompTIA A+ or similar IT certification.
• HDI Customer Service Representative or Support Center Analyst certification.
• Experience with Service Now ITSM platform.
• Experience with VPN troubleshooting (Global Protect, Zscaler).
• Experience with ACE (Automated Commercial Environment) system.
• Experience supporting Trade/PGA customers.
• Prior federal government or CBP help desk experience.
• Experience with Amazon Connect or similar ACD system.

Knowledge,

Skills and Abilities

:

• Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking.
• Expertise in various tools like Microsoft Project, Service Now and Amazon Connect.
• Ability to manage multiple tickets, meeting SLA commitments, and maintaining 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, 24x7x365 coverage required.
• Ability to independently make sound decisions, exercise critical thinking, and apply…