Remote Help Desk Specialist for CBP Tech Support

Chenega MIOS SBU; Houston (TX); Hybrid; USD 14,000 - 23,000; Full time

Benefits offered by this job

Teleworking permitted

Remote within 1 hour of commute

Job summary

Chenega MIOS SBU is seeking a Help Desk Specialist for the CBP Technology Service Desk (TSD) to deliver first‑line technical support and customer service. You will serve CBP employees and contractors as a 24x7 POC, handling incidents, access issues, and basic troubleshooting.

The role requires a high school diploma or GED, 1+ year of IT help desk experience, and willingness to work rotating shifts. U.S. citizenship and BI clearance are required; remote work is permitted within travel constraints.

Qualifications

• High school diploma or GED required; bachelor’s degree preferred.
• 1+ year of IT Help Desk or technical customer support experience.
• Available for rotating shift; 24x7x365 coverage required.
• U.S. Citizenship required; CBP BI clearance.

Responsibilities

• Serve as 24x7x365 centralized POC and Tier 1 support for CBP employees and contractors.
• Respond to requests via 800/866 numbers, chat, tickets, and email.
• Record incidents in ServiceNow with detailed actions for next level.
• Provide initial triage, troubleshooting, and ticket escalation.
• Escalate to internal CBP teams or vendors as needed.
• Manage ticket status and communicate with customers.

Skills

Customer support

24x7 availability

Communication skills

Problem solving

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

ServiceNow ITSM

VPN troubleshooting

ACE system

Amazon Connect

Job description

Chenega MIOS SBU is seeking a Help Desk Specialist for the CBP Technology Service Desk (TSD) to deliver first‑line technical support and customer service. You will serve CBP employees and contractors as a 24x7 POC, handling incidents, access issues, and basic troubleshooting.

The role requires a high school diploma or GED, 1+ year of IT help desk experience, and willingness to work rotating shifts. U.S. citizenship and BI clearance are required; remote work is permitted within travel constraints.