IT Help Desk Agent - Tier 1 Service Desk (CBP)

Alagant Tech LLC · Remote (must live within commuting distance of an approved TSD site in the Washington, DC / Northern Virginia area)

Alagant Tech is hiring Tier 1 Service Desk Analysts supporting the U.S. Customs and Border Protection Technology Service Desk. You’ll be the first point of contact for CBP users, resolving technical issues by phone, chat, email, and self-service ticket in a 24x7x365 support environment.

What you’ll do

• Answer incoming support requests via phone, live chat, email, and self-service tickets
• Create, document, resolve, or escalate incidents and service requests in ServiceNow
• Troubleshoot workstation login, PIV access, VPN, email and messaging, mobile devices, hardware, network connectivity, and CBP/COTS applications
• Perform account support including password resets and account unlocks, following required identity-verification procedures
• Use approved knowledge articles, SOPs, and ticket templates; escalate to Tier II or vendor support when needed
• Communicate status clearly and professionally to customers, including sensitive/VIP users

• U.S. citizenship (required)
• Ability to obtain and maintain CBP/DHS suitability and PIV credentialing (background investigation)
• High school diploma or equivalent
• Ability to work 24x7x365 shifts, including nights, weekends, and holidays as assigned
• Ability to live within commuting distance of an approved TSD location and report on-site when directed
• Strong customer service and written documentation skills
• Secure, reliable home work environment

Preferred

• 1+ year help desk, service desk, call center, or technical support experience
• MS365 suite experience
• ServiceNow, Amazon Connect, or federal/enterprise service desk experience
• CompTIA A+, ITIL Foundation, or HDI certification (helpful, not required)
• Familiarity with Windows, Active Directory account support, basic networking, VPN, and browser troubleshooting

$15 - $19 an hour - Full-time