Help Desk Specialist – Tier 1

Overview

Help Desk Specialist I – Tier 1

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 24×7×365 centralized Point of Contact (POC) for CBP employees and contractors, providing first‑level technical support and customer service.

• Serve as a 24×7×365 centralized Point of Contact (POC) and Tier 1 customer support for 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 escalated 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.
• Make independent 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.
• Perform other duties as assigned.

• 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.
• Availability to support rotating shift, 24×7×365 coverage required.
• U.S. Citizenship required; must pass CBP Background Investigation (BI).

• 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 government or CBP help desk experience.
• Experience with Amazon Connect or a similar ACD system.

• Expertise in various tools like Microsoft Project, Service Now, and Amazon Connect.
• 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 work with internal teams and other agencies to resolve cross‑functional IT needs.
• Ability to support rotating shift, 24×7×365 coverage required.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem‑solving approaches to support mission objectives and operational success.
• Ability to analyze customer feedback and performance metrics to drive continuous improvement.
• Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Strong written and verbal communication skills for technical documentation and stakeholder coordination.
• Excellent communication, leadership, and project management skills.
• Ability to work effectively in cross‑functional teams and under senior analyst guidance.
• Ability to meet minimum clearance requirements.
• Ability to work nights, weekends, and holidays as required.
• Ability to travel 10%.

At Chenega MIOS, we value our team members and offer a broad range of benefits. Learn more about working at Chenega MIOS.

Yes

Remote

USD $18.00/Hr. Up to USD $19.00/Hr.