[Hiring] CBP Technology Service Desk @Aretec Inc

Role Description

Aretec is seeking a Help Desk Specialist I (Tier 1 Agent – External) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for external customers, including Participating Government Agencies (PGAs) and the Trade community (importers/exporters). The position provides first-level technical and functional support for CBP external-facing systems, including the Automated Commercial Environment (ACE). The ideal candidate demonstrates strong customer service skills and comfort supporting external stakeholders in a mission-critical environment.

• Serve as the Tier 1 customer support Point of Contact for external CBP customers, including PGAs and Trade users, via the external 866 support line.
• Respond to incoming incidents, service requests, and inquiries via phone, live agent chat, self-service tickets, and email.
• Provide support for ACE-related inquiries, including trade facilitation, compliance, and enforcement topics.
• Deliver 24x7x365 bilingual (English/Spanish) support for ACE-related Trade inquiries.
• Accurately log and document all incidents and service requests in ServiceNow, including actions taken and information required for next-level support.
• Perform initial investigation, triage, troubleshooting, resolution, and escalation for external-facing CBP applications.
• Escalate incidents to Tier 2 or Tier 3 support teams using ticket transfer and warm-call transfer methods.
• Monitor ticket status and proactively communicate updates and resolution progress to external customers.
• Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up.
• Support both Internal and External Tier 1 operations as required; 23% of Task 2 effort is allocated to External support in accordance with contract requirements.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.
• Working knowledge of Windows operating systems, Microsoft Office, and web-based applications.
• Strong customer service and communication skills, both verbal and written.
• 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).

Requirements

• Bilingual English/Spanish proficiency strongly preferred.
• CompTIA A+ or similar entry-level IT certification.
• HDI Customer Service Representative (CSR) certification.
• Experience supporting the Automated Commercial Environment (ACE).
• Experience assisting Trade or Participating Government Agency (PGA) customers.
• Prior federal government or CBP help desk experience.

Benefits

• Health, Dental, and Vision Insurance
• 401(k) with Employer Match
• Paid Time Off and Holidays
• Training and Certification Support

Company Description

At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data-driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high-impact solutions that support mission success.