Remote 24/7 Tier 1 Help Desk Specialist

Chenega MIOS SBU

Ashburn (VA)

Remote

USD 22,000 - 23,000

Full time

14 days+

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Benefits offered by this job

Teleworking permitted

Job summary

Chenega MIOS is seeking a Help Desk Specialist I (Tier 1) in Ashburn, VA (Remote) to provide first-line technical support for CBP applications, devices, and network connectivity. You will record incidents in ServiceNow and perform initial triage, with escalation as needed.

The role requires rotating shifts and US citizenship with CBP BI clearance. Experience in Windows, AD, and VPN tools, plus familiarity with ServiceNow and Amazon Connect, will help you resolve issues effectively and maintain

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

Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for CBP employees and contractors.
Answer and respond to incoming requests, incidents, and questions via 800/866 numbers, live chat, tickets, and email.
Record all incidents in ServiceNow with actions and next-step information for escalation.
Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation.
Escalate incidents to next-level support via ticket transfer and warm transfers.
Monitor and communicate ticket status to customers.
Identify and elevate potential major incidents affecting multiple end users.
Participate in major incident bridge calls and communicate impact.
Handle Sensitive VIP contacts with timely escalation and follow-up.
Verify ACE portal accessibility after maintenance events.