> Markdown version of [/jobs/ext/2536292-help-desk-specialist-i-tier-1](https://www.wearedevelopers.com/jobs/ext/2536292-help-desk-specialist-i-tier-1). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist I Tier 1 - **Company:** Chenega MIOS - **Location:** Orlando, FL, United States (Remote available) - **Experience:** Starter - **Salary:** $35,360.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Desktop Computing, Virtual Private Networks (VPN), Microsoft Office, Microsoft Project, Networking Basics, Network Connections, Amazon Connect, Information Technology, Laptops, Servicenow - **Published:** August 19, 2026 - **Apply:** https://www.dice.com/job-detail/59cf67b7-244a-4436-9bfb-90294d75bc82 ## About the Role * High school diploma or GED equivalent. * 1+ year of IT Help Desk or Technical Customer Support experience. * Must be available to support rotating shifts; 24x7x365 coverage required. * U.S. Citizenship required; must pass CBP Background Investigation (BI)., * Bachelors degree in Business Administration, Information Technology, or related field preferred. * CompTIA A+ or similar IT certification. * HDI Customer Service Representative or Support Center Analyst certification. * Experience with ServiceNow ITSM platform. * Experience with VPN troubleshooting (Global Protect, Zscaler). * Experience with ACE (Automated Commercial Environment) system. * Experience supporting Trade/PGA customers. * Prior federal government or CBP help desk experience. * Experience with Amazon Connect or similar ACD system. Knowledge, Skills and Abilities: * Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking. * Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect. * Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation. * Ability to identify and resolve IT issues quickly, following escalation protocol. * Ability to work with internal teams and other agencies to resolve cross-functional IT needs * Ability to support rotating shifts; 24x7x365 coverage required. * Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. * Ability to analyze customer feedback and performance metrics to drive continuous improvement. * Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders. * Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership. * Strong written and verbal communication skills for technical documentation and stakeholder coordination. * Excellent communication, leadership, and project management skills. * Ability to work effectively in cross-functional teams and under senior analyst guidance. * Ability to meet minimum clearance requirements. * Ability to work nights, weekends, and holidays as required. * Ability to travel 10%. ## Description Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!, * Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for either all CBP employees and contractors or Participating Government Agencies (PGA) and Trade (importers/exporters) via the external 866 number. * Answer and respond to incoming requests, incidents, and questions via internal 800 number or external 866 number, live agent chat, self-service tickets, and emails. * Record all technology incidents/service requests in ServiceNow, documenting all actions performed and information required for next-level support. * Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for: web-based and client-based CBP applications; email/messaging; mobile devices; hardware (printers, desktops, laptops, etc.); network connectivity; workstation login and PIV card issues; remote VPN/DHS Workplace connectivity. * Perform password resets, account unlocks, and initial request intake adhering to security policies. * Provide first-level resolution using established troubleshooting methods and knowledge articles. * Escalate incidents to next-level support (internal CBP teams and third-party vendors) via ticket transfer and warm transfer of calls. * Monitor and communicate ticket status to internal or external customers. * Identify and escalate potential major incidents affecting multiple end users. * Participate in major incident bridge calls and communicate customer impact. * Handle Sensitive VIP customer contacts with timely, accurate escalation and follow-up. * Verify ACE portal accessibility after maintenance events. * Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. * Support ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement. * Other duties as assigned. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Server Side Serverless in Swift](https://www.wearedevelopers.com/videos/133-server-side-serverless-in-swift) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers)