24/7 Help Desk Specialist I — Tier 1 Support (Remote)

Chenega MIOS SBU; Ashburn (VA); Remote; USD 22,000 - 23,000; Full time

Benefits offered by this job

Teleworking permitted

Remote onboarding

Job summary

Chenega MIOS SBU seeks a Help Desk Specialist I (Tier 1) to support the CBP Technology Service Desk from Ashburn, VA. This role acts as the 24x7 point of contact for CBP employees and contractors, delivering first‑level technical support and customer service across web apps, email, VPN, and devices.

The candidate should have a high school diploma or GED, 1+ year of help desk experience, and be able to support rotating shifts; citizenship with CBP BI is required.

Qualifications

• High school diploma or GED equivalent.
• 1+ year of IT Help Desk or Technical Customer Support experience.
• Must be available to support rotating shift, 24x7x365 coverage required.
• U.S. Citizenship required; must pass CBP Background Investigation (BI).

Responsibilities

• Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for CBP employees and contractors or Participating Government Agencies via the external 866 number.
• Answer and respond to incoming requests, incidents, and questions via multiple channels (phone, chat, email).
• Record all incidents in ServiceNow with actions taken for next-level support.
• Provide initial investigation, triage, troubleshooting, and escalation for CBP apps, email, devices, network, and VPN issues.
• Perform password resets and account unlocks per security policies.
• Escalate incidents to next-level support and participate in major incident bridge calls.
• Monitor ticket status and communicate with customers; handle VIP contacts as needed.
• Verify ACE portal accessibility after maintenance events.
• Support ACE-related inquiries from Trade and PGA customers.

Skills

Windows OS & Office

ServiceNow

Amazon Connect

VPN troubleshooting

ACE system

Active Directory

Troubleshooting skills

Education

High school diploma or GED

Bachelor’s degree (preferred)

Tools

ServiceNow ITSM

VPN (Global Protect)

ACE (Automated Commercial Environment)

Amazon Connect

Job description

Chenega MIOS SBU seeks a Help Desk Specialist I (Tier 1) to support the CBP Technology Service Desk from Ashburn, VA. This role acts as the 24x7 point of contact for CBP employees and contractors, delivering first‑level technical support and customer service across web apps, email, VPN, and devices.

The candidate should have a high school diploma or GED, 1+ year of help desk experience, and be able to support rotating shifts; citizenship with CBP BI is required.