Job Description & How to Apply Below
Summary Help Desk Specialist II 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 employer's 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 (CO) is a wholly-owned subsidiary of Chenega Corporation, an Alaska Native Corporation based in Anchorage, AK. Belonging to the Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU), Chronos has a culture rooted in integrity, respect, and exceptional performance. Chronos is headquartered in Colorado Springs, CO, and provides mission-critical services in Advanced Analytics & AI, Software Engineering, Cybersecurity, Information Technology, and Intelligence.
Chronos Operations, LLC is seeking a Help Desk Specialist II to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers second-level troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's mission-critical IT environment. Responsibilities
* Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via Service Now ticket or warm-transferred telephone call.
* Perform advanced (second-level) remote troubleshooting for:
* Mobile device issues, including CBP's mobile service environment (Air Watch)
* Email and Microsoft Outlook accounts and functionality
* Personal Identity Verification (PIV) card access to CBP systems
* Remote VPN access (Global Protect and Zscaler)
* Remote access using DHS Workplace (WaaS)
* Microsoft Office products
* Windows and Active Directory
* Remote software installations
* Resolve =90% of tickets assigned to Tier II (AQL target).
* Process =90% of tickets within 4 hours (resolved or escalated to next level).
* Answer =80% of transferred calls/chats within 60 seconds.
* Escalate incidents to next-level support (internal CBP teams and third-party vendors).
* Perform remote installation and troubleshooting of workstations, peripherals (desktops, laptops, tablets, printers, scanners, cameras).
* Install approved software using Government-provided tools.
* Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
* Other duties as assigned. Qualifications
* High school diploma or equivalent
* 2+ years of IT help desk or technical support experience with Tier II-level troubleshooting.
* Experience with VPN technologies, remote access tools, and PIV/smart card authentication.
* Must be available to support rotating shift, 24x7x365 coverage required.
* U.S. Citizenship required; must pass CBP Background Investigation (BI).
Preferred Qualifications:
* Associate's degree in Business Administration, Information Technology, or related field preferred.
* Experience may be used in lieu of education
* CompTIA A+, Network+, or Security+ certification.
* HDI Desktop Support Technician certification.
* Experience with Air Watch/Workspace ONE MDM.
* Experience with Global Protect VPN and Zscaler.
* Experience with the Service Now ITSM platform.
* Prior federal government or CBP Tier II support experience.
* ITIL Foundation certification. Knowledge, Skills, and Abilities:
* Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).
* Expertise in various tools like Microsoft Project, Service Now, and Amazon Connect.
* Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
* 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…
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