Help Desk Specialist I (Tier 1 Agent)
About The Position
Zen Strategics, a Titan Technologies company, is seeking a Help Desk Specialist I to support the Customs and Border Protection (CBP) Technology Service Desk. This role provides first-level technical support for employees, contractors, and external customers by responding to service requests, troubleshooting hardware, software, network, and access issues, documenting incidents in ServiceNow, and escalating complex problems to appropriate support teams. This role is focused on delivering customer support in a 24x7x365 help desk environment while maintaining compliance with security and operational requirements.
Requirements
- 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)
- Experience using the ServiceNow ITSM
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
