Help Desk Specialist II

Overview

Chronos Operations, LLC is seeking a Help Desk Specialist II to provide advanced technical support for the 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.

• 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.

• 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.
• U.S. Citizenship required; must pass CBP Background Investigation (BI).
• Must be available to support rotating shift, 24x7x365 coverage required.
• Preferred:
  Associate's degree in Business Administration, Information Technology, or related field;
  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.
• Note:
  
  The role requires ability to travel up to 10%.