24/7 Remote Help Desk Specialist — CBP Tech Support

Chenega MIOS SBU; Orlando (FL); Hybrid; USD 14,000 - 23,000; Full time

Job summary

Chenega MIOS SBU is seeking a Help Desk Specialist to support CBP’s Technology Service Desk, providing 1st line technical assistance 24x7. The role includes incident logging in ServiceNow, basic troubleshooting of Windows, VPN, and device issues, and escalation when needed.

The position requires U.S. citizenship and ability to work rotating shifts. Remote work within one hour of a listed site is allowed, with potential on-site duties based on coverage needs.

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

• Provide 1st level IT support to CBP employees and contractors.
• Answer requests via phone, chat, email; document incidents in ServiceNow.
• Perform basic troubleshooting across desktop, apps, network, and VPN.
• Escalate complex issues to Tier 2 and third-party vendors as needed.
• Maintain SLA commitments and communicate status to users.

Skills

IT Help Desk

Customer Support

Rotating shift

CBP background awareness

Education

High School Diploma or GED

Tools

ServiceNow ITSM

Amazon Connect

VPN (Global Protect)

ACE system

Job description

Chenega MIOS SBU is seeking a Help Desk Specialist to support CBP’s Technology Service Desk, providing 1st line technical assistance 24x7. The role includes incident logging in ServiceNow, basic troubleshooting of Windows, VPN, and device issues, and escalation when needed.

The position requires U.S. citizenship and ability to work rotating shifts. Remote work within one hour of a listed site is allowed, with potential on-site duties based on coverage needs.