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)
