Help Desk Specialist I

Job Summary

Providing first-level technical support, the full-time Help Desk Specialist I (Tier 1 Agent) will serve as a centralized Point of Contact for CBP employees and contractors in a 24x7x365 remote environment, responding to incidents and service requests while ensuring accurate documentation and escalation of issues.

Key responsibilities

• Respond to incoming incidents and service requests via multiple channels, ensuring timely resolution and documentation in ServiceNow
• Perform troubleshooting for various technical issues, including applications, hardware, network connectivity, and remote access
• Monitor ticket status and communicate updates to customers while participating in major incident bridge calls as necessary

Required qualifications

• High school diploma or equivalent
• Minimum 1 year of experience in IT help desk or technical customer support
• Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts
• Ability to work rotating shifts, including nights, weekends, and holidays
• Sole U.S. citizenship required, with the ability to pass a CBP Background Investigation