Help Desk Specialist

About the role

Chenega Military, Intelligence & Operations Support (MIOS) is seeking a Help Desk Specialist to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first-level technical support and customer service.

This position is remote within 1 hour of commute to the Orlando, FL site location.

Responsibilities

• Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for CBP employees, contractors, Participating Government Agencies (PGA), and Trade (importers/exporters) via the external 866 number.
• Answer and respond to incoming requests, incidents, and questions via internal 800 number, external 866 number, live agent chat, self-service tickets, and emails.
• Record all technology incidents/service requests in ServiceNow, documenting all actions performed and information required for next-level support.
• Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for:
  • Web-based and client-based CBP applications
  • Email/messaging
  • Mobile devices
  • Hardware (printers, desktops, laptops, etc.)
  • Network connectivity
  • Workstation login and PIV card issues
  • Remote VPN/DHS Workplace connectivity
• Perform password resets, account unlocks, and initial request intake adhering to security policies.
• Provide first-level resolution using established troubleshooting methods and knowledge articles.
• Escalate incidents to next-level support (internal CBP teams and third-party vendors) via ticket transfer and warm transfer of calls.
• Monitor and communicate ticket status to internal or external customers.
• Identify and escalate potential major incidents affecting multiple end users.
• Participate in major incident bridge calls and communicate customer impact.
• Handle Sensitive VIP customer contacts with timely, accurate escalation and follow-up.
• Verify ACE portal accessibility after maintenance events.
• Support ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
• Other duties as assigned.

Requirements

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

Preferred Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or related field.
• CompTIA A+ or similar IT certification.
• Bilingual (English/Spanish); specific vacancies may require bilingual abilities.
• HDI Customer Service Representative or Support Center Analyst certification.
• Experience with ServiceNow ITSM platform.
• Experience with VPN troubleshooting (Global Protect, Zscaler).
• Experience with ACE (Automated Commercial Environment) system.
• Experience supporting Trade/PGA customers.
• Prior federal government or CBP help desk experience.
• Experience with Amazon Connect or similar ACD system.

Skills

• Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking.
• Expertise in tools like Microsoft Project, ServiceNow, and Amazon Connect.
• Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation.
• Ability to identify and resolve IT issues quickly, following escalation protocol.
• Ability to work with internal teams and other agencies to resolve cross-functional IT needs.
• Ability to support rotating shift, 24x7x365 coverage required.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches.
• Ability to analyze customer feedback and performance metrics to drive continuous improvement.
• Excellent interpersonal communication, facilitation, and leadership skills.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Strong written and verbal communication skills for technical documentation and stakeholder coordination.
• Ability to work effectively in cross-functional teams and under senior analyst guidance.
• Ability to meet minimum clearance requirements.
• Ability to work nights, weekends, and holidays as required.
• Ability to travel 10%.

Professional Development

At Chenega MIOS, our professional development plan focuses on helping team members at every level identify and use their strengths to do their best work. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to sharpen skills through hands-on experience in the global, fast-changing business world, including on-the-job learning and formal development programs.

Benefits

Chenega MIOS offers a broad range of benefits, including well-being programs and initiatives to maintain a positive and supportive culture. We celebrate individual uniqueness and provide flexibility to help team members be healthy, centered, confident, and aware.

Pay

Up to USD $17.00/Hr.

Schedule

• Rotating shift, 24x7x365 coverage required.
• Nights, weekends, and holidays as required.
• 10% travel required.