Remote 24/7 Help Desk Specialist—IT Support

Socket.dev; Terrell Hills (TX); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Remote within 1 hour commute

Job summary

Chenega MIOS is seeking a Help Desk Specialist to support the CBP Technology Service Desk. This role provides 24x7 first‑line IT support for CBP employees and contractors, handling incidents across web/applications, VPN, and devices.

Remote within the US, with shift rotation and strict security requirements. The ideal candidate will have 1+ year of help desk experience, knowledge of Windows and AD, and proficiency with ServiceNow and VPN tools.

Qualifications

• High school diploma or GED equivalent.
• 1+ year 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

• Act as 24x7x365 centralized POC and Tier 1 support for CBP employees/contractors.
• Respond to requests via phone, chat, tickets, and email.
• Record incidents in ServiceNow with all actions and next steps.
• Provide initial triage, troubleshooting, and escalation to higher tiers.
• Perform password resets and account unlocks per security policies.
• Provide first‑level resolution and escalate when needed.
• Monitor ticket status and communicate updates to customers.
• Participate in major incident bridge calls and coordinate with teams.

Skills

Windows OS

Active Directory

Documentation

Excellent communication

Multi-tasking

Shift flexibility

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

ServiceNow ITSM

Amazon Connect

GlobalProtect

Zscaler

ACE system

Job description

Chenega MIOS is seeking a Help Desk Specialist to support the CBP Technology Service Desk. This role provides 24x7 first‑line IT support for CBP employees and contractors, handling incidents across web/applications, VPN, and devices.

Remote within the US, with shift rotation and strict security requirements. The ideal candidate will have 1+ year of help desk experience, knowledge of Windows and AD, and proficiency with ServiceNow and VPN tools.