About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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Role overview

Confidential Client is seeking a Help Desk Specialist I (Tier 1 — Bilingual English/Spanish) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This is a mission-focused, 24x7x365 Tier 1 support role providing first-line technical support across phone, chat, email, and ticketing channels. The role supports both internal CBP users and external Trade/PGA customers and requires clear, professional customer service and strong troubleshooting fundamentals.

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What You’ll Do

• Serve as a centralized 24x7x365 Point of Contact (POC) and Tier 1 customer support for CBP employees, contractors, Participating Government Agencies (PGA) and Trade via phone (internal 800 / external 866), live chat, email, and ticketing.
• Record incidents and service requests in ServiceNow with accurate documentation and steps taken.
• Perform initial investigation, triage, basic troubleshooting, and resolution for:
  • web and client-based CBP applications
  • email/messaging and mobile devices
  • hardware (printers, desktops, laptops)
  • network connectivity and workstation login/PIV card issues
  • remote VPN / DHS Workplace connectivity
• Perform password resets, account unlocks, and routine account administration according to security policies.
• Use established knowledge articles and troubleshooting procedures to provide first-level fixes.
• Escalate tickets and calls to next-level support (CBP internal teams or third-party vendors) when required, using warm transfers and clear ticket notes.
• Monitor ticket status, communicate updates to customers, and identify/escalate potential major incidents affecting multiple users.
• Participate in major incident bridge calls and coordinate customer impact communications.
• Support ACE-related inquiries from Trade and PGA customers (trade facilitation, compliance, enforcement).
• Handle sensitive/VIP contacts with appropriate escalation and follow-up.
• Other duties as assigned to support mission objectives.

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Qualifications (Required)

• High school diploma or GED equivalent.
• 1+ years of IT Help Desk or technical customer support experience.
• Bilingual: English and Spanish (required).
• Available to support rotating shift schedules — 24x7x365 coverage required.
• U.S. Citizenship required; must pass a CBP Background Investigation (BI).

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Preferred qualifications

• Bachelor’s degree in Business Administration, Information Technology, or related field.
• CompTIA A+ or similar IT certification.
• HDI Customer Service Representative or Support Center Analyst certification.
• Experience with ServiceNow (ITSM).
• VPN troubleshooting experience (GlobalProtect, Zscaler).
• Experience with ACE (Automated Commercial Environment).
• Experience supporting Trade/PGA customers.
• Prior federal government or CBP help desk experience.
• Experience with Amazon Connect or similar ACD/contact-center platforms.

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Knowledge, skills & abilities

• Working knowledge of Windows OS, Microsoft Office, Active Directory, and basic networking concepts.
• Familiarity with ServiceNow, Amazon Connect, and knowledge-management tools.
• Ability to manage multiple tickets, meet SLAs, and maintain accurate documentation.
• Strong troubleshooting, critical thinking, and problem-solving skills.
• Excellent written and verbal communication skills; strong customer-service orientation.
• Ability to work effectively with cross-functional teams, external partners, vendors, and senior leadership.
• Ability to work nights, weekends, and holidays as required.
• Ability to travel up to 10% and meet clearance requirements.

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Work environment & schedule

• Remote-eligible with telework permitted; candidates must be within commuting distance of the CBP location for equipment onboarding/offboarding when required, otherwise fully remote.
• Position supports rotating shifts; 24x7x365 coverage is required.
• U.S. Citizenship and successful completion of a CBP background investigation are mandatory for employment.

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Compensation

• Estimated pay: Up to USD $18.00 per hour (source listing). Estimated annual equivalency shown on source: $45,840 per year.
• Exact pay and benefits will be provided by Confidential Client during the hiring process in accordance with applicable state laws and pay transparency rules.

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How you’ll grow

Confidential Client supports professional development at every level. You’ll have access to on-the-job learning, formal development programs, and opportunities to build technical and customer-service skills that support career growth within federal support and IT service operations.

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Benefits & culture

Confidential Client offers a benefits package and a culture focused on wellbeing, inclusion, and continuous improvement. Details on specific benefits will be provided during the hiring process.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.