Help Desk Specialist I – Tier 1 (Remote)

About the role

We are looking for a remote Help Desk Specialist I (Tier 1) to provide 24 × 7 × 365 first‑level technical support for Customs and Border Protection (CBP) employees, contractors and partner agencies. The role is part of Chronos Operations, a subsidiary of Chenega, and supports mission‑critical government services.

Key responsibilities

• Serve as the centralized point of contact for CBP users via phone, chat, ticketing system and email.
• Log all incidents and service requests in ServiceNow, documenting actions and escalation details.
• Perform initial investigation, triage, troubleshooting and resolution for web‑based applications, email, mobile devices, printers, desktops, laptops, network connectivity, workstation login, PIV card authentication and VPN/DHS Workplace access.
• Execute password resets, account unlocks and other account management tasks in accordance with security policies.
• Escalate complex issues to higher‑level support teams or third‑party vendors and provide warm transfers.
• Monitor ticket status, communicate updates to users and identify potential major incidents.
• Participate in major‑incident bridge calls and handle VIP customer contacts with timely follow‑up.

Required profile

• Willingness to work a rotating schedule that covers 24 × 7 × 365 support.
• Strong problem‑solving and critical‑thinking abilities.
• Excellent written and verbal communication skills for interacting with government users.
• Ability to follow security policies and handle sensitive information.

Required skills

• ServiceNow ticketing platform.
• VPN/DHS Workplace remote connectivity.
• PIV card authentication.
• Hardware troubleshooting (printers, desktops, laptops).
• Network connectivity troubleshooting.