Help Desk Specialist

Chronos Operations, LLC•Ft Sam Houston, TX

8h•Remote

About The Position

Chronos Operations, LLC is seeking a Help Desk Specialist 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. At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives. Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Requirements

High school diploma or GED equivalent.
1+ year of IT Help Desk or Technical Customer Support experience.
Must be available to support rotating shift, 24x7x365 coverage required.
U.S. Citizenship required; must pass CBP Background Investigation (BI).
Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking.
Ability to manage multiple tickets, meeting SLA commitments, and maintaining accurate documentation.
Ability to identify and resolve IT issues quickly, following escalation protocol.
Ability to work with internal teams and other agencies to resolve cross-functional IT needs
Ability to support rotating shift, 24x7x365 coverage required.
Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
Ability to analyze customer feedback and performance metrics to drive continuous improvement.
Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
Strong written and verbal communication skills for technical documentation and stakeholder coordination.
Ability to meet minimum clearance requirements.

Nice To Haves

Bachelor’s degree in Business Administration, Information Technology or related field preferred.
CompTIA A+ or similar IT certification.
HDI Customer Service Representative or Support Center Analyst certification.
Experience with ServiceNow ITSM platform.
Experience with VPN troubleshooting (Global Protect, Zscaler).
Experience with ACE (Automated Commercial Environment) system.
Experience supporting Trade/PGA customers.
Prior federal government or CBP help desk experience.
Experience with Amazon Connect or similar ACD system.
Expertise in various tools like Microsoft Project, ServiceNow and Amazon Connect.
Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
Excellent communication, leadership, and project management skills.
Ability to work effectively in cross-functional teams and under senior analyst guidance.
Ability to travel 10%.

Responsibilities

Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for either all CBP employees and contractors or Participating Government Agencies (PGA) and Trade (importers/exporters) via the external 866 number.
Answer and respond to incoming requests, incidents, and questions via internal 800 number or external 866 number, live agent chat, self-service tickets, and emails.
Record all technology incidents/service requests in ServiceNow, documenting all actions performed and information required for next-level support.
Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for: web-based and client-based CBP applications; email/messaging; mobile devices; hardware (printers, desktops, laptops, etc.); network connectivity; workstation login and PIV card issues; remote VPN/DHS Workplace connectivity.
Perform password resets, account unlocks, and initial request intake adhering to security policies.
Provide first-level resolution using established troubleshooting methods and knowledge articles.
Escalate incidents to next-level support (internal CBP teams and third-party vendors) via ticket transfer and warm transfer of calls.
Monitor and communicate ticket status to internal or external customers.
Identify and escalate potential major incidents affecting multiple end users.
Participate in major incident bridge calls and communicate customer impact.
Handle Sensitive VIP customer contacts with timely, accurate escalation and follow-up.
Verify ACE portal accessibility after maintenance events.
Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
Support ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement.
Other duties as assigned.