CBP Technology Service Desk

Aretec is seeking a Help Desk Specialist I (Tier 1 Agent - External) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for external customers, including Participating Government Agencies (PGAs) and the Trade community (importers/exporters). The position provides firstlevel technical and functional support for CBP externalfacing systems, including the Automated Commercial Environment (ACE). The ideal candidate demonstrates strong customer service skills and comfort supporting external stakeholders in a missioncritical environment.

What You'll Do

• Serve as the Tier 1 customer support Point of Contact for external CBP customers, including PGAs and Trade users, via the external 866 support line.
• Respond to incoming incidents, service requests, and inquiries via phone, live agent chat, selfservice tickets, and email.
• Provide support for ACErelated inquiries, including trade facilitation, compliance, and enforcement topics.
• Deliver 24x7x365 bilingual (English/Spanish) support for ACErelated Trade inquiries.
• Accurately log and document all incidents and service requests in ServiceNow, including actions taken and information required for nextlevel support.
• Perform initial investigation, triage, troubleshooting, resolution, and escalation for externalfacing CBP applications.
• Escalate incidents to Tier 2 or Tier 3 support teams using ticket transfer and warmcall transfer methods.
• Monitor ticket status and proactively communicate updates and resolution progress to external customers.
• Handle sensitive or VIP customer contacts with timely, accurate escalation and followup.
• Support both Internal and External Tier 1 operations as required; 23% of Task 2 effort is allocated to External support in accordance with contract requirements.

• High school diploma or equivalent.
• Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.
• Working knowledge of Windows operating systems, Microsoft Office, and webbased applications.
• Strong customer service and communication skills, both verbal and written.
• Ability to work rotating shifts, including nights, weekends, and holidays.
• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications

• Bilingual English/Spanish proficiency strongly preferred.
• CompTIA A+ or similar entrylevel IT certification.
• HDI Customer Service Representative (CSR) certification.
• Experience supporting the Automated Commercial Environment (ACE).
• Experience assisting Trade or Participating Government Agency (PGA) customers.
• Prior federal government or CBP help desk experience.

• Support CBP's external mission partners and national trade operations.
• Gain experience supporting enterprisescale federal and tradefacing systems.
• Work in a highimpact, customerfacing environment supporting border and trade missions.
• Competitive compensation and benefits, including:
• Health, Dental, and Vision Insurance
• 401(k) with Employer Match
• Paid Time Off and Holidays
• Training and Certification Support