[Remote] Help Desk Specialist I – Tier 1
Note: The job is a remote job and is open to candidates in USA. Chenega Corporation, through its subsidiary Chronos Operations, LLC, is seeking a Help Desk Specialist I (Tier 1) to provide first-level technical support for Customs and Border Protection (CBP) employees and contractors. The role involves answering requests, troubleshooting technical issues, and ensuring effective communication of ticket statuses.
Responsibilities
- 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 ServiceNow, 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 escalate 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
Skills
- 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
- 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 ServiceNow 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
Benefits
- We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.
- From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
- At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
- Our positive and supportive culture encourages our team members to do their best work every day.
- We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware.
- We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
Company Overview