Remote Help Desk Specialist - 24/7 CBP Support

Chenega MIOS SBU

Ashburn (VA)

Remote

USD 19,000 - 28,000

Full time

14 days+

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Job summary

Chenega MIOS seeks a Help Desk Specialist in Ashburn, VA (Remote) to provide first‑level IT support for the CBP Technology Service Desk (TSD). This 24x7 role acts as the central POC for CBP employees and contractors, delivering issue triage, basic troubleshooting and ticketing support.

The ideal candidate has a high school diploma or GED, 1+ year IT Help Desk experience, is available for rotating shifts, and holds U.S. citizenship. Prior CBP or federal help desk experience is a plus.

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.
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 phone, chat, tickets and email.
Record all incidents and service requests in ServiceNow with required details.
Provide initial investigation, triage, troubleshooting, resolution and escalation.
Escalate incidents to next-level support and monitor ticket status.
Verify ACE portal accessibility after maintenance events.