Help Desk Specialist I (Tier 1 Agent)

Duties And Responsibilities

• Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.
• Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self-service tickets, and email.
• Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next-level support.
• Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to:
• CBP web-based and client-based applications
• Email and messaging systems
• Mobile devices
• Hardware (printers, desktops, laptops, peripherals)
• Network connectivity
• Workstation login and PIV card issues
• Remote access, VPN, and DHS Workplace connectivity
• Perform password resets, account unlocks, and initial request intake in compliance with security policies.
• Provide first-call resolution using established troubleshooting techniques and approved knowledge articles.
• Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third-party vendors, using ticket transfer and warm-call transfer methods.
• Monitor ticket status and proactively communicate updates and resolution progress to customers.
• Identify and escalate potential major incidents affecting multiple users.
• Participate in major incident bridge calls and communicate customer impact as required.
• Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up.
• Verify ACE Portal accessibility following scheduled maintenance or outage events.

Requirements

• Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.
• Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.
• Strong customer service skills with clear and professional verbal and written communication.
• Ability to work rotating shifts, including nights, weekends, and holidays.
• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Qualifications

• High school diploma or equivalent required.

Skills

• CompTIA A+ or similar entry-level IT certification (preferred).
• HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) experience (preferred).
• Experience using the ServiceNow ITSM (preferred).
• Experience troubleshooting VPN solutions such as GlobalProtect or Zscaler (preferred).
• Prior federal government or CBP help desk experience (preferred).
• Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems (preferred).

Benefits

None specified.

Pay

Salary range: $45,000 - $55,000 annually.

Schedule

Rotating shifts, including nights, weekends, and holidays.