24/7 Help Desk Specialist — Remote CBP Tech Support

Chenega Corporation

Ashburn (VA)

On-site

USD 19,000 - 28,000

Full time

5 days ago

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Job summary

Chenega MIOS in Ashburn, VA is seeking a Help Desk Specialist to deliver 1st-line IT support for CBP Technology Service Desk, serving as the 24x7 point of contact for employees and contractors. The role requires responding to incidents, performing triage, documenting in ServiceNow, and escalating to senior teams as needed.

Candidates should have a high school diploma and 1+ year of help desk experience, with willingness to work rotating shifts.

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.
U.S. Citizenship required; must pass CBP Background Investigation (BI).
Bachelor’s degree in Business Administration, Information Technology or related field preferred.
CompTIA A+ or similar IT certification.
Bilingual (English/Spanish) preferred.
HDI Customer Service Representative or Support Center Analyst certification (preferred).
Experience with ServiceNow ITSM platform.
Experience with VPN troubleshooting (Global Protect, Zscaler).
Experience with ACE (Automated Commercial Environment) system.
Experience supporting Trade/PGA customers.
Prior federal government or CBP help desk experience.
Experience with Amazon Connect or similar ACD system.

Responsibilities

Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for CBP employees and contractors or PGAs via external numbers.
Answer and respond to requests, incidents, and questions via phone, chat, tickets and email.
Record all incidents in ServiceNow with actions and information for next-level support.
Provide initial investigation, triage, troubleshooting, resolution and ticket escalation.
Perform password resets and account unlocks per security policies.
Provide first-level resolution using troubleshooting methods and knowledge articles.
Escalate incidents to next-level support and transfer calls.
Monitor ticket status and communicate with customers.
Identify major incidents and participate in bridge calls.
Handle VIP customer contacts with timely escalation and follow-up.
Verify ACE portal accessibility after maintenance events.