Help Desk Specialist II

Help Desk Specialist II (Remote)

Help Desk Specialist II at Chronos Operations, LLC provides advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). The 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.
• Must be available to support rotating shift, 24x7x365 coverage required.
• U.S. Citizenship required; must pass CBP Background Investigation (BI).

• 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.

• 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 work with internal teams and other agencies to resolve cross‑functional IT needs.
• Ability to support rotating shift, 24x7x365 coverage required.
• 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%.

• Broad range of benefits offered.

USD $24.00 / Hr. Up to USD $26.00 / Yr.