Remote Help Desk Specialist – 24/7 CBP Support

Chenega Agile Real Time Solutions, LLC; Ashburn (VA); On-site; USD 21,000 - 26,000; Full time

Job summary

Chenega MIOS is seeking a Help Desk Specialist to support the CBP Technology Service Desk in a 24x7 environment. You will be the first point of contact for CBP employees and contractors, delivering initial technical support and service integrity.

Ideal candidates have 1+ year in IT help desk, readiness for rotating shifts, and U.S. citizenship with BI clearance. The role emphasizes security, documentation in ServiceNow, and cross-team collaboration.

Qualifications

• 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).
• High school diploma or GED equivalent.

Responsibilities

• Provide 24x7x365 centralized POC and Tier 1 support for CBP staff and contractors via multiple channels.
• Record incidents and service requests in ServiceNow with documented actions for next-level support.
• Perform password resets, account unlocks, and initial intake while following security policies.
• Escalate incidents to Tier 2 and coordinate with internal CBP teams and vendors.

Skills

IT Help Desk

Customer support

Shift work

Team coordination

Education

High school diploma or GED

Bachelor’s degree (preferred)

Tools

ServiceNow

VPN troubleshooting

ACE system

Amazon Connect

Job description

Chenega MIOS is seeking a Help Desk Specialist to support the CBP Technology Service Desk in a 24x7 environment. You will be the first point of contact for CBP employees and contractors, delivering initial technical support and service integrity.

Ideal candidates have 1+ year in IT help desk, readiness for rotating shifts, and U.S. citizenship with BI clearance. The role emphasizes security, documentation in ServiceNow, and cross-team collaboration.