24/7 Help Desk Specialist — Remote Tech Support

Talentify; Houston (TX); Hybrid; USD 14,000 - 23,000; Full time

Job summary

Chronos Operations, LLC in San Antonio, TX is seeking a Help Desk Specialist to support the CBP Technology Service Desk (TSD). This role provides 24x7x365 centralized Tier 1 IT help desk and customer service for CBP employees and contractors.

Responsibilities include incident response, ticketing in ServiceNow, password resets, VPN and ACE portal assistance, and escalation to higher-level teams as needed. The position requires rotating shifts, US citizenship, and CBP BI clearance.

Qualifications

• High school diploma or GED required.
• 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).

Responsibilities

• Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for CBP employees and contractors.
• Answer and respond to incidents and questions via phone, chat, email.
• Record incidents in ServiceNow with actions for next-level support.
• Provide initial investigation, triage, troubleshooting, and resolution; escalate as needed.
• Perform password resets, account unlocks, and initial ticket intake following security policies.
• Escalate to higher-level support and monitor ticket status.
• Participate in major incident bridge calls and communicate impact.
• Handle VIP customer contacts with timely escalation and follow-up.

Skills

Windows OS

Active Directory

ServiceNow

VPN troubleshooting

Customer support

Technical documentation

Multitasking

Education

High school diploma or GED

Tools

ServiceNow ITSM

Amazon Connect

Job description

Chronos Operations, LLC in San Antonio, TX is seeking a Help Desk Specialist to support the CBP Technology Service Desk (TSD). This role provides 24x7x365 centralized Tier 1 IT help desk and customer service for CBP employees and contractors.

Responsibilities include incident response, ticketing in ServiceNow, password resets, VPN and ACE portal assistance, and escalation to higher-level teams as needed. The position requires rotating shifts, US citizenship, and CBP BI clearance.