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# Help Desk Specialist

- **Company:** Chenega MIOS
- **Location:** Ashburn, VA, United States
- **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 16, 2026
- **Apply:** https://www.juju.com/job/1_chenega3-41872

## About the Role

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. **Qualifications** + 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). **Preferred Qualifications:** + Bachelors 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%. **How youll grow** At Chenega MIOS, our professional development plan focuses on helping our team members at every level

## Description

Engage on your terms.** **Our Talent Network is designed for professionals who want to stay informed about upcoming Chenega MIOS opportunities in government contracting Contingent upon position availability and completion of the BI process.** **Help Desk Specialist** **Ashburn, VA (Remote)** 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!
Chronos Operations, LLC is seeking a **Help Desk Specialist** 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 firstlevel technical support and customer service. **Responsibilities** + 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