Help Desk Specialist

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Our Talent Network is designed for professionals who want to stay informed about upcoming Chenega MIOS opportunities in government contracting— Contingent upon position availability and completion of the BI process.

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!

Join Our Talent Network
Stay connected. Explore future opportunities. Engage on your terms.
Our Talent Network is designed for professionals who want to stay informed about upcoming Chenega MIOS opportunities in government contracting— Contingent upon position availability and completion of the BI process.

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, LLC is seeking a Help Desk Specialist 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.

• 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 elevate 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…