Help Desk Specialist I Tier 1
The Help Desk Specialist I (Tier 1) provides first-level technical support and customer service for Customs and Border Protection employees and contractors, acting as a centralized point of contact 24x7x365. Responsibilities include incident triage, troubleshooting hardware and software issues, managing tickets in ServiceNow, and escalating complex problems to higher-level support. This role requires strong communication, problem-solving skills, and the ability to support rotating shifts in a hybrid remote/on-site environment.
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.
Overview
Confidential Client is hiring a Help Desk Specialist I (Tier 1) to provide 24x7x365 first-level IT support for a federal technology service desk supporting Customs and Border Protection (CBP). This is a remote-eligible role but candidates must be within commuting distance of the CBP location for equipment onboarding/offboarding when required. U.S. Citizenship and the ability to pass the required background investigation are mandatory.
What You’ll Do
- Serve as the centralized 24x7x365 Point of Contact (POC) and Tier 1 support for CBP employees, contractors, and participating government agencies (PGAs) — via phone (internal 800 / external 866), live chat, email, and ticketing.
- Triage, investigate, troubleshoot and resolve or escalate incidents for:
- Web and client-based CBP applications
- Email/messaging and mobile device issues
- Hardware (printers, desktops, laptops) and peripherals
- Network connectivity, VPN/DHS Workplace, and workstation login / PIV card problems
- Record and document all incidents/service requests in ServiceNow; include actions taken and handoff information for next-level teams.
- Perform password resets, account unlocks, and initial request intake following security policy.
- Use knowledge articles and standard troubleshooting methods to provide first-level resolution.
- Warm-transfer calls and escalate tickets to internal CBP teams or third-party vendors as required.
- Monitor ticket status, identify potential major incidents, and participate in incident bridge calls when needed.
- Handle sensitive VIP contacts with appropriate escalation and follow-up.
- Verify ACE portal availability after maintenance events and support ACE-related inquiries from Trade and PGA customers.
- Other duties as assigned to support mission objectives.
Basic Qualifications
- High school diploma or GED equivalent.
- 1+ year of IT help desk or technical customer support experience.
- Ability to support rotating shifts (24x7x365 schedule).
- U.S. Citizenship required; must pass CBP Background Investigation.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Information Technology, or related field.
- CompTIA A+ or equivalent IT cert.
- HDI Customer Service Representative or Support Center Analyst cert.
- Experience with ServiceNow ITSM.
- VPN troubleshooting experience (GlobalProtect, Zscaler).
- Experience with ACE (Automated Commercial Environment) and supporting Trade/PGA customers.
- Prior federal government or CBP help desk experience.
- Experience with Amazon Connect or similar ACD systems.
Skills & Competencies
- Working knowledge of Windows OS, Microsoft Office, Active Directory, and basic networking.
- Familiarity with ServiceNow, Amazon Connect, Microsoft Project, and other support tools.
- Strong customer service, written and verbal communication skills.
- Ability to manage multiple tickets and meet SLA commitments.
- Critical thinking and independent decision-making to resolve issues quickly.
- Comfortable supporting nights, weekends, holidays and occasional travel (up to 10%).
Location & Work Arrangement
- Job location: Edgewood, FL (remote-eligible / TELECOMMUTE). Must be within commuting distance to the CBP site for equipment onboarding/offboarding when required.
Compensation
- Estimated pay: Up to USD $17.00 per hour (source lists an estimated annual figure as well). Exact pay offered will depend on experience and organizational policy.
Growth & Benefits
- Professional development opportunities, on-the-job training, and formal learning programs.
- Confidential Client offers a range of employee benefits — see recruiter or Careertakes platform for details.
Notes
- This role supports a federal customer; eligibility requirements include U.S. Citizenship and successful completion of a background investigation.
- Careertakes may share additional matched opportunities with applicants through its platform.
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.
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