Remote Help Desk Specialist — 24/7 CBP IT Support

Socket.dev; Ashburn (VA); On-site; USD 35,000 - 40,000; Full time

Job summary

Chenega MIOS, part of Chronos Operations, LLC, seeks a Help Desk Specialist to support CBP Technology Service Desk operations from Ashburn, VA (Remote). The role provides 24x7 incident response, first-level IT troubleshooting, and customer service for CBP employees and contractors, including VPN and ACE-related inquiries.

The ideal candidate has 1+ year in IT help desk, US citizenship, and a willingness to rotate shifts; preferred candidates hold a Bachelor’s or IT certs and may be bilingual.

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.
• U.S. Citizenship required; must pass CBP Background Investigation (BI).
• Preferred: Bachelor’s degree, IT certs, bilingual abilities (English/Spanish).

Responsibilities

• Serve as 24x7x365 centralized POC and Tier 1 support for CBP employees and contractors.
• Answer and respond to incidents via phone, chat, tickets, and emails.
• Record incidents in ServiceNow with actions taken for next-level support.
• Provide initial investigation, triage, and resolution; escalate when needed.
• Monitor ticket status and communicate updates to customers.
• Handle VIP contacts with timely escalation and follow-up.
• Verify ACE portal accessibility after maintenance events.

Skills

Windows OS

Active Directory

Microsoft Office

ServiceNow

Amazon Connect

VPN troubleshooting

ACE system

Education

High school diploma or GED

Bachelor’s degree (preferred)

Tools

ServiceNow ITSM

Amazon Connect

Job description

Chenega MIOS, part of Chronos Operations, LLC, seeks a Help Desk Specialist to support CBP Technology Service Desk operations from Ashburn, VA (Remote). The role provides 24x7 incident response, first-level IT troubleshooting, and customer service for CBP employees and contractors, including VPN and ACE-related inquiries.

The ideal candidate has 1+ year in IT help desk, US citizenship, and a willingness to rotate shifts; preferred candidates hold a Bachelor’s or IT certs and may be bilingual.