Help Desk Specialist – Tier 1 Bilingual
Listed on 2026-06-17
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support
Overview
Help Desk Specialist I – Tier 1 Bilingual
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 - Bilingual) 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 a 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 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.
- Bilingual (English/Spanish) required.
- Must be available to support rotating shift, 24x7x365 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…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).