Help Desk Specialist I – Tier 1 Agent

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Act as the primary Tier 1 customer support contact for all CBP employees and contractors, functioning in a 24x7x365 environment.

• Address incoming incidents, service requests, and inquiries through the internal 800 number, live agent chat, self-service tickets, and email.

• Precisely log and document all incidents and service requests in ServiceNow, detailing troubleshooting steps and resolution information essential for next-level support.

• Conduct initial investigations, triage, troubleshooting, resolution, and escalation for issues related to:

• - CBP web-based and client-based applications

• - Email and messaging systems

• - Mobile devices

• - Hardware (printers, desktops, laptops, peripherals)

• - Network connectivity

• - Workstation login and PIV card issues

• - Remote access, VPN, and DHS Workplace connectivity

• Execute password resets, account unlocks, and initial request intake in adherence to security policies.

• Deliver first-call resolution utilizing established troubleshooting methodologies and approved knowledge articles.

• Forward incidents to Tier 2 or Tier 3 support teams, including internal CBP divisions and third-party vendors, using ticket transfer and warm-call transfer techniques.

• Track ticket status and proactively provide updates and resolution progress to customers.

• Detect and escalate potential major incidents affecting multiple users.

• Participate in major incident bridge calls and convey customer impact as necessary.

• Manage sensitive or VIP customer contacts with prompt, accurate escalation and follow-up.

• Confirm ACE Portal accessibility following scheduled maintenance or outage events.

⛳️ Requirements

• At least 1 year of experience in providing IT help desk, service desk, or technical customer support.

• Proficient knowledge of Windows operating systems, Microsoft Office, Active Directory, and fundamental networking concepts.

• Exceptional customer service skills with effective and professional verbal and written communication.

• Willingness to work rotating shifts, including nights, weekends, and holidays.

• U.S. citizenship is required, along with the ability to successfully complete a CBP Background Investigation (BI).

• It’s a PLUS if you also possess:

• CompTIA A+ or a comparable entry-level IT certification.

• HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) certification.

• Experience using ServiceNow ITSM.

• Familiarity with troubleshooting VPN solutions such as GlobalProtect or Zscaler.

• Previous federal government or CBP help desk experience.

• Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth.

• Supportive work environment with a focus on work-life balance.