Help Desk Specialist I (Tier I Agent – Internal)

Aretec Inc offers a remote, full-time opportunity in Ashburn, VA for a Help Desk Specialist I (Tier 1). This role provides 24x7x365 first-level IT support to CBP employees and contractors, handling incidents, service requests, and basic troubleshooting. The position includes a benefits package with Health, Dental, and Vision Insurance, a 401(k) with Employer Match, Paid Time Off and Holidays, and Training and Certification Support.

Responsibilities

• Serve as the Tier 1 customer support point of contact for all CBP employees and contractors in a 24x7x365 environment.
• Respond to incoming incidents, service requests, and inquiries via the internal 800 number, live agent chat, self-service tickets, and email.
• Log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details for nextlevel support.
• Conduct initial investigation, triage, troubleshooting, resolution, and escalation for issues related to CBP webbased and clientbased applications.
• Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to Email and messaging systems.
• Address issues involving Mobile devices, Hardware (printers, desktops, laptops, peripherals), and Network connectivity.
• Resolve Workstation login and PIV card issues, plus Remote access, VPN, and DHS Workplace connectivity problems.
• Execute 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, via ticket transfer and warmcall 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.

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.

Technologies

• ServiceNow ITSM
• GlobalProtect
• Zscaler
• Amazon Connect
• Windows operating systems
• Microsoft Office
• Active Directory

Benefits

• Health, Dental, and Vision Insurance
• 401(k) with Employer Match
• Paid Time Off and Holidays
• Training and Certification Support

Location

Remote, based in the Ashburn, VA area.

Schedule

Rotating shifts; 24x7x365 coverage required, including nights, weekends, and holidays.

Employment Type

Full-time

Clearance

CBP Background Investigation (Unclassified)