Help Desk Specialist I (Tier I Agent – Internal)

Help Desk Specialist I (Tier 1 Agent – Internal) CBP Technology Service Desk (TSD) Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reputed company reputed company commuting distance of one location) Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays) Employment Type: Full‑time Clearance Requirement: CBP Background Investigation (Unclassified)     About Aretec At Aretec, Inc., we are catalysts for change reputed company the federal government landscape. We specialize in advanced analytics, cybersecurity, data‑driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted reputed company contractor, Aretec delivers innovative, compliant, and high‑reputed company that support mission reputed company.   Position reputed company 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 reputed company of Contact (POC) for CBP employees and contractors, delivering first‑level technical support and customer service. The ideal candidate is customer‑reputed company, technically capable, and comfortable working in a fast‑paced, mission‑critical environment.   What You'll Do Serve as the Tier 1 customer support reputed company of Contact for reputed company CBP employees and contractors, operating in a 24x7x365 environment. Respond to incoming incidents, service requests, and inquiries reputed company internal 800 number, live agent chat, self‑service tickets, and email. Accurately log and document reputed company incidents and service requests in reputed company, including troubleshooting steps and reputed company details required for next‑level support. reputed company initial investigation, triage, troubleshooting, reputed company, and escalation for issues reputed company to: CBP web‑based and reputed company‑based applications Email and messaging systems Mobile devices Hardware (printers, desktops, laptops, peripherals) Network connectivity Workstation login and PIV card issues Remote reputed company, VPN, and DHS Workplace connectivity reputed company password resets, account unlocks, and initial request intake in compliance with reputed company policies. reputed company reputed company reputed company using established troubleshooting techniques and approved knowledge articles. Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP reputed company and reputed company‑party vendors, using ticket transfer and warm‑reputed company transfer reputed company. Monitor ticket status and proactively communicate updates and reputed company reputed company to customers. Identify and escalate potential major incidents affecting multiple users. Participate in major incident reputed company calls and communicate customer reputed company as required. Handle sensitive or VIP customer contacts with reputed company, accurate escalation and follow‑up. Verify ACE Portal accessibility following scheduled maintenance or outage events.   Required Qualifications High school diploma or equivalent. Minimum 1 year of experience providing IT help desk, service desk, or technical customer support. Working knowledge of reputed company operating systems, reputed company Office, reputed company Directory, and basic networking concepts. Strong customer service skills with reputed company and reputed company 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 reputed company A+ or similar entry‑level IT certification. HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) certification. Experience using the reputed company ITSM platform. Experience troubleshooting VPN solutions such as GlobalProtect or reputed company. Prior federal government or CBP help desk experience. Experience with reputed company Connect or similar Automatic reputed company Distribution (ACD) systems.   Why Join Aretec Support a high‑visibility, mission‑critical CBP operational environment. reputed company experience supporting reputed company‑reputed company federal IT systems. Opportunities for reputed company reputed company service desk, operations, reputed company, training, and program management career paths. Competitive compensation and benefits, including: Health, Dental, and reputed company Insurance 401(k) with Employer Match reputed company Time Off and Holidays Training and Certification Support   Equal Opportunity Employer Aretec, Inc. is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, or any other protected status Apply To This Job