Remote Tier 1 Help Desk Specialist – CBP Support

Chenega Agile Real Time Solutions, LLC; Ashburn (VA); On-site; USD 22,000 - 23,000; Full time

Benefits offered by this job

Teleworking permitted

Job summary

Chronos Operations, LLC is recruiting a Help Desk Specialist I – Tier 1 for the CBP Technology Service Desk. This role delivers first-line IT support to CBP employees and contractors, handling incidents, password resets, and basic troubleshooting from a remote/onsite hybrid setting.

The ideal candidate has 1+ year of Help Desk experience, is available for rotating shifts, and can communicate clearly while maintaining ticket SLAs. U.S. citizenship is required.

Qualifications

• High school diploma or GED required.
• 1+ year of IT Help Desk or Technical Customer Support experience.
• Must be available to support rotating shift, 24x7x365.
• U.S. Citizenship required; must pass CBP Background Investigation.

Responsibilities

• Serve as 24x7x365 Tier 1 POC for CBP users via phone, chat, and email.
• Record incidents in ServiceNow and provide initial triage and resolution.
• Escalate to Tier 2 and document actions for knowledge sharing.
• Verify system access, VPN connectivity, and ACE portal availability.

Skills

Windows OS

Microsoft Office

Active Directory

Networking basics

ServiceNow ITSM

Amazon Connect

Ticketing & SLA management

Communication skills

Education

High school diploma or GED

Bachelor’s degree (preferred)

Tools

Microsoft Project

ServiceNow ITSM

Amazon Connect

Job description

Chronos Operations, LLC is recruiting a Help Desk Specialist I – Tier 1 for the CBP Technology Service Desk. This role delivers first-line IT support to CBP employees and contractors, handling incidents, password resets, and basic troubleshooting from a remote/onsite hybrid setting.

The ideal candidate has 1+ year of Help Desk experience, is available for rotating shifts, and can communicate clearly while maintaining ticket SLAs. U.S. citizenship is required.