24/7 Help Desk Specialist – Tier 1 (Remote)

Aretec, Inc.; Orlando (FL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

401(k) with Employer Match

Paid Time Off and Holidays

Training and Certification Support

Job summary

Aretec, Inc. is seeking a Help Desk Specialist I (Tier 1) to support the CBP Technology Service Desk in a fast-paced, mission-critical environment. You'll be the first point of contact for CBP employees, handling incidents, service requests, and inquiries around Windows, Office, AD, VPN, and mobile devices.

This full-time role requires reliable rotation shifts, strong customer service, and adherence to security policies to protect sensitive government information.

Qualifications

• High school diploma or equivalent is required.
• At least 1 year of IT help desk or similar support experience.
• Working knowledge of Windows OS, Microsoft Office, Active Directory, and basic networking.
• Excellent customer service with clear verbal and written communication.
• Ability to work rotating shifts including nights, weekends, and holidays.
• Sole US citizenship and ability to pass CBP BI.

Responsibilities

• Serve as Tier 1 POC for CBP employees in a 24x7 environment.
• Log incidents and requests in ServiceNow with troubleshooting steps.
• Perform initial triage, troubleshooting, and escalation.
• Handle password resets and account unlocks per security policy.
• Escalate to Tier 2/3 and communicate status to customers.
• Participate in major incident bridge calls and updates.

Skills

Customer service

Verbal communication

Written communication

Time management

Attention to detail

Education

High school diploma or equivalent

Tools

ServiceNow ITSM

GlobalProtect VPN

Zscaler VPN

Amazon Connect

Job description

Aretec, Inc. is seeking a Help Desk Specialist I (Tier 1) to support the CBP Technology Service Desk in a fast-paced, mission-critical environment. You'll be the first point of contact for CBP employees, handling incidents, service requests, and inquiries around Windows, Office, AD, VPN, and mobile devices.

This full-time role requires reliable rotation shifts, strong customer service, and adherence to security policies to protect sensitive government information.