Help Desk Specialist
The Help Desk Specialist provides 24x7x365 Tier 1 technical support and customer service for Customs and Border Protection employees and contractors, handling incidents and requests via multiple communication channels. This role involves troubleshooting hardware, software, network, and security issues, managing tickets in ServiceNow, escalating complex problems, and supporting trade-related inquiries, all while ensuring mission-critical operational success in a fast-paced government 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, Information Technology.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Role overview
Confidential Client is seeking a Help Desk Specialist to provide Tier 1 technical support for a large federal customer environment. This role serves as a 24x7x365 centralized point of contact for employees, contractors, and participating agencies — delivering first-level technical support, incident intake, and customer service via phone, chat, ticketing, and email. This position supports remote and hybrid work models and requires availability for rotating shifts.
Responsibilities
- Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support via internal and external phone lines, live chat, email, and self-service tickets.
- Answer incoming requests and incidents; perform initial triage and troubleshooting.
- Record and update all incidents/service requests in ServiceNow with thorough documentation.
- Troubleshoot and provide first-level resolution for: web- and client-based applications, email/messaging, mobile devices, printers, desktops/laptops, network connectivity, workstation login and PIV card issues, and remote VPN/DHS Workplace access.
- Perform password resets and account unlocks in accordance with security policies.
- Escalate tickets and warm-transfer calls to next-level internal teams or third-party vendors when required.
- Monitor and communicate ticket status and identify/raise potential major incidents.
- Participate in incident bridge calls and communicate customer impact to stakeholders.
- Support ACE-related inquiries for Trade and Participating Government Agencies (PGA).
- Provide timely escalation and follow-up for sensitive or VIP contacts.
- Make independent, sound decisions using critical thinking to support mission objectives.
- Other duties as assigned.
Minimum qualifications
- High school diploma or GED equivalent.
- 1+ year of IT Help Desk or technical customer support experience.
- Available to support rotating shift schedule (24x7x365 coverage required).
- U.S. Citizenship required; must pass a Customs and Border Protection (CBP) Background Investigation (BI).
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.
- Experience troubleshooting VPN solutions (GlobalProtect, Zscaler).
- Experience with ACE (Automated Commercial Environment) and supporting Trade/PGA customers.
- Prior federal government or Customs and Border Protection (CBP) help desk experience.
- Experience with Amazon Connect or similar ACD systems.
Knowledge, skills & abilities
- Working knowledge of Windows OS, Microsoft Office, Active Directory, and basic networking.
- Familiarity with ServiceNow, Amazon Connect, and common ticketing/ACD tools.
- Strong multi-ticket management, SLA awareness, and documentation practices.
- Ability to identify and escalate cross-functional IT issues.
- Strong written and verbal communication skills for technical documentation and stakeholder coordination.
- Excellent interpersonal, facilitation, and customer service skills.
- Ability to work nights, weekends, holidays, and travel up to 10% as needed.
- Proven problem-solving, critical thinking, and independent decision-making skills.
How you'll grow
Confidential Client emphasizes professional development at every career stage. Expect on-the-job training, mentoring, and formal development opportunities to sharpen technical and customer-service skills and advance your career in Information Technology.
Benefits
Confidential Client offers a competitive benefits package (details shared during the hiring process). Benefits typically include health and wellness programs, development opportunities, and other standard offerings for full-time IT staff.
Culture & corporate citizenship
Confidential Client maintains a positive, inclusive culture that supports well-being and professional growth. The organization engages in community impact through volunteering, education, and other corporate citizenship initiatives.
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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