24/7 Remote Help Desk Specialist I - IT Support

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

Job summary

Chenega MIOS SBU in Orlando, FL is seeking a Help Desk Specialist I (Tier 1) to deliver first-line IT support for CBP technology services. This role functions as a 24x7x365 POC, handling incidents, user inquiries, and basic troubleshooting with a strong focus on customer service.

The ideal candidate brings 1+ year of help desk experience, the ability to rotate shifts, and a proactive approach to problem solving while adhering to security policies and escalation procedures.

Qualifications

• 1+ year of IT Help Desk or Technical Customer Support experience.
• US citizenship and ability to obtain CBP BI clearance.
• Willingness to work 24x7x365 shifts.
• Strong customer service and communication skills.

Responsibilities

• Serve as 24x7x365 Tier 1 POC for CBP users.
• Record incidents in ServiceNow and provide initial troubleshooting.
• Escalate to Tier 2 or vendors and communicate status to customers.
• Assist with VPN and ACE-related inquiries and access issues.
• Maintain documentation and meet SLA commitments.

Skills

Windows OS

Active Directory

ServiceNow ITSM

VPN troubleshooting

Amazon Connect

Ticketing & SLA management

Education

High school diploma or GED

Bachelor’s degree in IT or related

Tools

ACE system

Amazon Connect

GlobalProtect

Microsoft Project

Job description

Chenega MIOS SBU in Orlando, FL is seeking a Help Desk Specialist I (Tier 1) to deliver first-line IT support for CBP technology services. This role functions as a 24x7x365 POC, handling incidents, user inquiries, and basic troubleshooting with a strong focus on customer service.

The ideal candidate brings 1+ year of help desk experience, the ability to rotate shifts, and a proactive approach to problem solving while adhering to security policies and escalation procedures.