Remote Help Desk Specialist - 24/7 CBP Tech Desk

Chenega Corporation

Orlando (FL)

Hybrid

USD 14,000 - 23,000

Full time

14 days+

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Job summary

Chenega MIOS in Orlando, FL is seeking a Help Desk Specialist to support the CBP Technology Service Desk. This role provides 24x7x365 first‑level IT support for CBP employees and contractors, handling incidents, access issues, and service requests.

You will document issues in ServiceNow, assist with VPNs, ACE, and the ACE system, and escalate complex problems to Tier 2 while maintaining SLA commitments. Remote within 1 hour of commute, rotating shifts.

Qualifications

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).
Strong customer service orientation and clear communication.

Responsibilities

Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 support for CBP employees and contractors.
Record incidents and service requests in ServiceNow with clear actions taken.
Provide initial triage, troubleshooting, and first‑level resolution following established procedures.
Escalate complex issues to Tier 2 and external vendors while maintaining SLA commitments.
Support VPN, ACE, ACE portal access, and CBP applications as part of incident management.
Assist with user authentication, password resets, and account unlocks while adhering to security policies.