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 first-level technical and functional support for CBP external-facing systems, including the Automated Commercial Environment (ACE). The ideal candidate demonstrates strong customer service skills and comfort supporting external stakeholders in a mission-critical 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, self-service tickets, and email.

• Provide support for ACE-related inquiries, including trade facilitation, compliance, and enforcement topics.

• Deliver 24x7x365 bilingual (English/Spanish) support for ACE-related Trade inquiries.

• Accurately log and document all incidents and service requests in ServiceNow, including actions taken and information required for next-level support.

• Perform initial investigation, triage, troubleshooting, resolution, and escalation for external-facing CBP applications.

• Escalate incidents to Tier 2 or Tier 3 support teams using ticket transfer and warm-call 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 follow-up.

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• 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 web-based 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 entry-level 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.

• Competitive compensation and benefits, including:

• Health, Dental, and Vision Insurance

• 401(k) with Employer Match

• Paid Time Off and Holidays

• Training and Certification Support