[Hiring] Help Desk Specialist I @Chenega Corporation

Role Description

Help Desk Specialist I – Tier 1

Ashburn, VA (Remote)

Chronos Operations, LLC is seeking a Help Desk Specialist I (Tier 1) 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.

• Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for CBP employees and contractors or Participating Government Agencies (PGA) and Trade (importers/exporters).
• Answer and respond to incoming requests, incidents, and questions via internal 800 number or 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.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
• Support ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement.
• Other duties as assigned.

Qualifications

• 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).

Requirements

• Preferred Qualifications:
  • Bachelor’s degree in Business Administration, Information Technology or related field preferred.
  • 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.

Benefits

• At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
• Our positive and supportive culture encourages our team members to do their best work every day.
• We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware.
• We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
• Chenega MIOS is led by a purpose to make an impact that matters, focusing on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.