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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist - **Company:** Chenega MIOS - **Location:** Orlando, FL, United States (Remote available) - **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:** October 7, 2026 - **Apply:** https://www.juju.com/job/16_0a5f65f9 ## 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 shift, 24x7x365 coverage required. * U.S. Citizenship required; must pass CBP Background Investigation (BI)., * Bachelor's degree in Business Administration, Information Technology, or related field preferred. * CompTIA A+ or similar IT certification. * Bilingual (English/Spanish) preferred, specific vacancies may require bilingual abilities * Must be available to support rotating shift, 24x7x365 coverage required. * 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, meeting SLA commitments, and maintaining 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 shift, 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 employer's 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.