Remote Tier-1 Help Desk Specialist (24/7)

Aretec, Inc.; Orlando (FL); Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

401(k) with Employer Match

Paid Time Off and Holidays

Training and Certification Support

Job summary

Aretec, Inc. is seeking a Help Desk Specialist I (Tier 1) to support CBP Technology Service Desk from a remote location. You will serve as the primary contact for CBP employees and contractors, handling incidents, service requests, and inquiries with a focus on first-call resolution.

You will log issues in ServiceNow, perform initial triage, and escalate when necessary to Tier 2/3 teams while maintaining clear customer communication in a fast-paced, mission-critical environment.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year of IT help desk, service desk, or technical customer support experience.
• Working knowledge of Windows OS, Microsoft Office, Active Directory, and basic networking concepts.
• Strong customer service skills with clear and professional communication.
• Ability to work rotating shifts, including nights, weekends, and holidays.

Responsibilities

• Serve as Tier 1 POC for CBP employees and contractors in a 24x7 environment.
• Respond to incidents, service requests, and inquiries via phone, chat, tickets, and email.
• Log and document incidents in ServiceNow with troubleshooting steps and resolutions.
• Triage, troubleshoot, resolve, and escalate issues related to CBP apps, email, devices, network, and VPN.
• Escalate to Tier 2/3 and communicate status and updates to customers.

Skills

Windows OS

Microsoft Office

Active Directory

Networking basics

Customer service

Education

High school diploma or equivalent

Tools

ServiceNow ITSM

GlobalProtect VPN

Zscaler VPN

Amazon Connect

Job description

Aretec, Inc. is seeking a Help Desk Specialist I (Tier 1) to support CBP Technology Service Desk from a remote location. You will serve as the primary contact for CBP employees and contractors, handling incidents, service requests, and inquiries with a focus on first-call resolution.

You will log issues in ServiceNow, perform initial triage, and escalate when necessary to Tier 2/3 teams while maintaining clear customer communication in a fast-paced, mission-critical environment.