Remote Help Desk Specialist - 24/7 CBP Support

Socket.dev; Orlando (FL); Hybrid; USD 46,838,000 - 50,971,000; Full time

Job summary

Chenega MIOS seeks a Help Desk Specialist to support the CBP Technology Service Desk. The role provides 24x7x365 first‑line IT support for CBP employees and contractors, handling incidents, access, and device issues.

The position is based in Orlando, FL with remote work within one hour of the site. US citizenship and rotating shifts are required; the team emphasizes security and rapid problem resolution.

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).

Responsibilities

• Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for CBP employees and contractors via external 866 number.
• Record all technology incidents/service requests in ServiceNow with documentation for next-level support.
• Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for CBP applications, email, devices, and network issues.

Skills

Windows OS

ServiceNow

Amazon Connect

VPN troubleshooting

ACE System

Troubleshooting

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

ServiceNow

Amazon Connect

Job description

Chenega MIOS seeks a Help Desk Specialist to support the CBP Technology Service Desk. The role provides 24x7x365 first‑line IT support for CBP employees and contractors, handling incidents, access, and device issues.

The position is based in Orlando, FL with remote work within one hour of the site. US citizenship and rotating shifts are required; the team emphasizes security and rapid problem resolution.