Remote Help Desk Specialist – 24/7 Support for CBP

Chenega Corporation; Ashburn, Northern (VA, KY); Hybrid; USD 19,000 - 28,000; Full time

Job summary

Chenega MIOS is seeking a Help Desk Specialist to support the CBP Technology Service Desk, serving as the 24x7 centralized point of contact for employees and contractors. You will deliver first-level technical support and customer service across devices, apps, and networking.

The role requires a willingness to work rotating shifts, strong problem-solving skills, and a commitment to security policies. CBP BI clearance preferred and reliable team collaboration is essential.

Qualifications

• High school diploma or GED equivalent.

Responsibilities

• Serve as 24x7x365 centralized POC and Tier 1 support for CBP employees/contractors.
• Respond to requests, incidents, and questions via phone, chat, tickets, and email.
• Log incidents and actions in ServiceNow for escalation.
• Provide first-level resolution and escalate to higher tiers as needed.
• Assist with ACE-related inquiries and trade/PGA customer support.
• Support VPN, email, and network connectivity issues and device problems.
• Maintain SLA commitments and clear communication with customers.

Skills

Bilingual

ServiceNow

VPN Troubleshooting

ACE System

Amazon Connect

Trade/PGA knowledge

Federal CBP experience

Education

High School Diploma or GED

Bachelor's degree (Business Administration / IT)

Tools

CompTIA A+

HDI Certification

Global Protect

Zscaler

ACE (Automated Commercial Environment)

Amazon Connect

Job description

Chenega MIOS is seeking a Help Desk Specialist to support the CBP Technology Service Desk, serving as the 24x7 centralized point of contact for employees and contractors. You will deliver first-level technical support and customer service across devices, apps, and networking.

The role requires a willingness to work rotating shifts, strong problem-solving skills, and a commitment to security policies. CBP BI clearance preferred and reliable team collaboration is essential.