Bilingual External Help Desk Specialist (Tier 1) – Tech Service Desk

Aretec, Inc.; Ashburn (VA); On-site; USD 40,000 - 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 hiring a Help Desk Specialist I (Tier 1 Agent – External) to support the CBP Technology Service Desk. This role involves providing first-level technical support to external customers and requires strong customer service skills, a high school diploma, and at least 1 year of experience in technical support. The position offers competitive benefits like health insurance and 401(k) matching, with a primarily remote work option available for candidates within commuting distance of specific locations.

Qualifications

• Minimum 1 year of experience in IT help desk or technical customer support.
• Ability to work rotating shifts, including nights, weekends, and holidays.
• Sole U.S. citizenship required.

Responsibilities

• Serve as the Tier 1 customer support Point of Contact for external CBP customers.
• Respond to incidents and inquiries via phone, chat, and email.
• Provide ACE-related support for trade queries.

Skills

Customer service skills

Technical support

Bilingual English/Spanish

Communication skills

Education

High school diploma or equivalent

Tools

Windows operating systems

Microsoft Office

ServiceNow

Job description

Aretec, Inc. is hiring a Help Desk Specialist I (Tier 1 Agent – External) to support the CBP Technology Service Desk. This role involves providing first-level technical support to external customers and requires strong customer service skills, a high school diploma, and at least 1 year of experience in technical support. The position offers competitive benefits like health insurance and 401(k) matching, with a primarily remote work option available for candidates within commuting distance of specific locations.