Help Desk Specialist I (Tier I Agent – Internal)
About The Position
At Aretec, Inc., we are catalysts for change within 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 prime contractor, Aretec delivers innovative, compliant, and high-impact solutions that support mission success. 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 Point of Contact (POC) for CBP employees and contractors, delivering first-level technical support and customer service. The ideal candidate is customer-focused, technically capable, and comfortable working in a fast-paced, mission-critical environment.
Requirements
- High school diploma or equivalent.
- Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.
- Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.
- Strong customer service skills with clear and professional 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).
Nice To Haves
- CompTIA A+ or similar entry-level IT certification.
- HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) certification.
- Experience using the ServiceNow ITSM platform.
- Experience troubleshooting VPN solutions such as GlobalProtect or Zscaler.
- Prior federal government or CBP help desk experience.
- Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems.
Responsibilities
- Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.
- Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self-service tickets, and email.
- Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next-level support.
- Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to: CBP web-based and client-based applications, Email and messaging systems, Mobile devices, Hardware (printers, desktops, laptops, peripherals), Network connectivity, Workstation login and PIV card issues, Remote access, VPN, and DHS Workplace connectivity.
- Perform password resets, account unlocks, and initial request intake in compliance with security policies.
- Provide first-call resolution using established troubleshooting techniques and approved knowledge articles.
- Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third-party vendors, using ticket transfer and warm-call transfer methods.
- Monitor ticket status and proactively communicate updates and resolution progress to customers.
- Identify and escalate potential major incidents affecting multiple users.
- Participate in major incident bridge calls and communicate customer impact as required.
- Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up.
- Verify ACE Portal accessibility following scheduled maintenance or outage events.
Benefits
- Health, Dental, and Vision Insurance
- 401(k) with Employer Match
- Paid Time Off and Holidays
- Training and Certification Support
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
