Help Desk Specialist I (Tier I Agent - Internal)

Aretec is seeking a Help Desk Specialist I (Tier 1 Agent - Internal) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first-level technical support and customer service. The ideal candidate is customer-focused, technically capable, and comfortable working in a fast-paced, mission-critical environment. What You'll Do

• Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.

• Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self-service tickets, and email.

• Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next-level support.

• Perform initial investigation, 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

• Perform password resets, account unlocks, and initial request intake in compliance with security policies.

• Provide first-call resolution using established troubleshooting techniques and approved knowledge articles.

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

• Monitor ticket status and proactively communicate updates and resolution progress to customers.

• Identify and escalate potential major incidents affecting multiple users.

• Participate in major incident bridge calls and communicate customer impact as required.

• Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up.

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

• 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, Active Directory, and basic networking concepts.

• Strong customer service skills with clear and professional verbal and written communication.

• 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

• CompTIA A+ or similar entry-level IT certification.

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

• Experience using the ServiceNow ITSM platform.

• Experience troubleshooting VPN solutions such as GlobalProtect or Zscaler.

• Prior federal government or CBP help desk experience.

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

• Opportunities for growth within service desk, operations, quality, training, and program management career paths.

• Competitive compensation and benefits, including:

• Health, Dental, and Vision Insurance

• 401(k) with Employer Match

• Paid Time Off and Holidays

• Training and Certification Support