[Hiring] Help Desk Specialist I – Tier 1 Bilingual @Chenega MIOS

Role Description

Chronos Operations, LLC 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.

• Serve as a 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for either all CBP employees and contractors or 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 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 equivalent.
• 1+ year of IT help desk or technical customer support experience.
• Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking.
• Bilingual (English/Spanish) required.
• Must be available to support rotating shift, 24x7x365 coverage required.
• U.S. Citizenship required; must pass CBP Background Investigation (BI).

Requirements

• Bachelor’s degree in Business Administration, Information Technology, or related field preferred.
• Experience may be used in lieu of education.
• CompTIA A+ or similar IT certification.
• HDI Customer Service Representative or Support Center Analyst certification.
• Experience with the ServiceNow ITSM platform.
• Experience with VPN troubleshooting (Global Protect, Zscaler).
• Experience with the ACE (Automated Commercial Environment) system.
• Experience supporting Trade/PGA customers.
• Prior federal government or CBP help desk experience.
• Experience with Amazon Connect or a similar ACD system.

Benefits

• Opportunities for professional development and skill sharpening.
• Supportive culture that encourages team members to do their best work.
• Well-being programs and flexibility for healthy work-life balance.
• Focus on education, giving, skill-based volunteerism, and leadership for positive social impact.