Remote Tier 1 IT Help Desk Specialist | 24/7 Support

Aretec, Inc.; Orlando, Northern (FL, KY); Hybrid; USD 25,000 - 41,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k) with Employer Match

PTO and Holidays

Training and Certification Support

Job summary

Aretec, Inc. seeks a Help Desk Specialist I (Tier 1) to support the CBP Technology Service Desk. This role acts as a 24x7 central POC for CBP staff and contractors, delivering first‑level tech support and customer service in a fast‑paced, mission‑critical environment.

The ideal candidate has 1+ year IT help desk experience, solid Windows/AD knowledge, and strong communication skills; citizenship and CBP BI clearance may be required for this federal posting. Remote, nationwide work available.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year of experience providing IT help desk or technical support.
• Working knowledge of Windows OS, Microsoft Office, Active Directory, and basic networking.
• Strong customer service with clear verbal and written communication.
• Ability to work rotating shifts, including nights, weekends, and holidays.
• Sole U.S. citizenship and ability to pass CBP background investigation.

Responsibilities

• Serve as Tier 1 POC for CBP employees in a 24x7x365 environment.
• Log incidents and service requests, document steps in ServiceNow.
• Initial investigation, triage, troubleshooting, escalation to Tier 2/3.
• Handle email, messaging, printers, desktops, laptops, and network issues.
• Perform password resets, account unlocks, and follow security policies.
• Communicate updates and monitor ticket status, assist with major incidents.

Skills

Windows OS

Active Directory

Microsoft Office

Customer service

Verbal & written communication

Teamwork

Problem solving

Education

High school diploma or equivalent

Tools

ServiceNow ITSM

VPN

Remote access

Desk/Printer hardware problems

Job description

Aretec, Inc. seeks a Help Desk Specialist I (Tier 1) to support the CBP Technology Service Desk. This role acts as a 24x7 central POC for CBP staff and contractors, delivering first‑level tech support and customer service in a fast‑paced, mission‑critical environment.

The ideal candidate has 1+ year IT help desk experience, solid Windows/AD knowledge, and strong communication skills; citizenship and CBP BI clearance may be required for this federal posting. Remote, nationwide work available.