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Help Desk Specialist I – Tier 1 Bilingual

Chenega MIOS SBU · Houston, TX · 1 wk ago
Information Technology$18/hrFull-time

About the role

Chenega Military, Intelligence & Operations Support (MIOS) is seeking a Help Desk Specialist I (Tier 1 - Bilingual) 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.

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+ years of IT Help Desk or Technical Customer Support experience.
  • Bilingual (English/Spanish) required.
  • 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.
  • 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 various 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%.

How you’ll grow

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 a fast-changing business environment, including on-the-job learning and formal development programs.

Benefits

At Chenega MIOS, we value our team members and offer a broad range of benefits. Our culture encourages individuals to do their best work by recognizing their uniqueness and providing flexibility to support well-being. We offer well-being programs and continuously look for ways to maintain a culture where we excel and lead healthy, happy lives.

Pay

Up to USD $18.00/Hr.

Schedule

  • Rotating shift, 24x7x365 coverage required.
  • Must be available to work nights, weekends, and holidays as required.

Teleworking Details

Must be within commuting distance to CBP location to handle equipment onboarding and offboarding; otherwise, the role is remote.

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