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Summary Help Desk Specialist I - Tier 1 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 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 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.
* Must be available to support rotating shift, 24x7x365 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 Service Now ITSM platform.
* Experience with VPN troubleshooting (Global Protect, Zscaler).
* Experience with the ACE (Automated Commercial Environment) system.
* Experience supporting Trade/PGA customers.
* Prior federal…
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