24/7 Help Desk Technician — Remote CBP Support

Chenega Agile Real Time Solutions, LLC; Terrell Hills (TX); On-site; USD 14,000 - 23,000; Full time

Benefits offered by this job

Remote within 1 hour of commute

Job summary

Chenega MIOS is seeking a Help Desk Specialist to support the CBP Technology Service Desk in a 24x7 environment, providing first‑level technical support and customer service. The role covers APAC? CBP applications, VPN, hardware, and user access. Remote within San Antonio, TX, with on‑site and telework options.

The ideal candidate brings at least 1 year of IT help desk experience, US citizenship, and willingness to work rotating shifts. Certification and bilingual abilities are a plus.

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).

Responsibilities

• Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for CBP employees and contractors or PGA/Trade via the external 866 number.
• Answer and respond to requests, incidents, and questions via phone, chat, tickets, and email.
• Record incidents in ServiceNow with actions taken and information for next level support.
• Provide initial investigation, triage, troubleshooting, resolution, and escalation for CBP apps, email, mobile, hardware, network, and VPN issues.
• Perform password resets and account unlocks per security policies.
• Provide first-level resolution using troubleshooting methods and knowledge articles.
• Escalate to next-level support or vendors and manage ticket status updates.

Job description

Chenega MIOS is seeking a Help Desk Specialist to support the CBP Technology Service Desk in a 24x7 environment, providing first‑level technical support and customer service. The role covers APAC? CBP applications, VPN, hardware, and user access. Remote within San Antonio, TX, with on‑site and telework options.

The ideal candidate brings at least 1 year of IT help desk experience, US citizenship, and willingness to work rotating shifts. Certification and bilingual abilities are a plus.