Help Desk Specialist 1 - Tier 1
$16 - $17/hr
Junior
Bachelor's
Ashburn, VA, USA
HybridMust be within commuting distance of the CBP location for equipment onboarding and offboarding.
IT OperationsIT Service Desk & End User Support
No H1B Sponsorship
US Citizenship Required
About the job
Requirements
- A high school diploma or GED equivalent is required.
- At least one year of IT help desk or technical customer support experience is required.
- Availability to support rotating shifts covering 24x7x365 is required.
- U.S. citizenship is required, and candidates must pass a CBP Background Investigation.
- Candidates must meet minimum clearance requirements.
- Candidates must be able to work nights, weekends, and holidays as required.
- Candidates must be able to travel 10%.
- Working knowledge of Windows operating systems, Microsoft Office products, Active Directory, and basic networking is required.
- Knowledge of Microsoft Project, ServiceNow, and Amazon Connect is required.
- Ability to manage multiple tickets, meet service-level agreement commitments, and maintain accurate documentation is required.
- Ability to identify and resolve IT issues quickly while following escalation protocols is required.
- Ability to work with internal teams and other agencies to resolve cross-functional IT needs is required.
- Ability to make sound decisions independently, exercise critical thinking, and apply problem-solving approaches to support mission objectives is required.
- Ability to analyze customer feedback and performance metrics to drive continuous improvement is required.
- Interpersonal communication, facilitation, and leadership skills to coordinate teams and communicate with stakeholders are required.
- Ability to manage relationships with internal teams, external partners, vendors, and senior leadership is required.
- Written and verbal communication skills for technical documentation and stakeholder coordination are required.
- Ability to work effectively in cross-functional teams under senior analyst guidance is required.
Responsibilities
- Serve as the 24x7x365 centralized point of contact and Tier 1 customer support for CBP employees and contractors, or for participating government agencies and trade customers through the external 866 number.
- Respond to incoming requests, incidents, and questions through internal and external phone numbers, live agent chat, self-service tickets, and email.
- Record technology incidents and service requests in ServiceNow, documenting actions taken and information needed by next-level support.
- Investigate, triage, troubleshoot, resolve, and escalate issues involving CBP web-based and client-based applications; email and messaging; mobile devices; printers, desktops, laptops, and other hardware; network connectivity; workstation logins and PIV cards; and remote VPN or DHS Workplace connectivity.
- Perform password resets, account unlocks, and initial request intake in accordance with security policies.
- Resolve first-level issues using established troubleshooting methods and knowledge articles.
- Escalate incidents to internal CBP teams and third-party vendors through ticket transfers and warm call transfers.
- Monitor and communicate ticket status to internal and 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.
- Support ACE-related inquiries from trade and participating government agency customers, including trade facilitation, compliance, and enforcement.
- Perform other duties as assigned.
Desired Qualifications
- A Bachelor's degree in Business Administration, Information Technology, or a related field is preferred.
- CompTIA A+ or a similar IT certification is preferred.
- HDI Customer Service Representative or Support Center Analyst certification is preferred.
- Experience with the ServiceNow ITSM platform is preferred.
- Experience troubleshooting VPNs, including GlobalProtect and Zscaler, is preferred.
- Experience with the ACE system is preferred.
- Experience supporting trade or participating government agency customers is preferred.
- Prior federal government or CBP help desk experience is preferred.
- Experience with Amazon Connect or a similar automatic call distribution system is preferred.
About the company
Chenega is a government services contractor that supplies staffing and support services for defense, intelligence, and federal civilian customers, plus commercial clients. It operates across the United States, its territories, and several countries, tapping wide opportunities in government contracting. Its offerings center on staffing and mission support through various contracts, delivering qualified personnel and services to meet client needs. Unlike many industry players, Chenega is rooted in an Alaska Native village corporation, which shapes its ownership and community-focused approach while competing in a broad national market. The company’s goal is to help government and commercial customers execute their missions by providing reliable, professional personnel and services under contract.
Company Size
1,001-5,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Anchorage, Alaska
Founded
1974
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Simplify's Take
What believers are saying
- Chenega Naswik won a $6.4 million FBI Academy security contract starting May 2026.
- DHS gave Chenega Naswik a $78.6 million PSO task order in March 2026.
- DARPA extended SecuriGence with a $121.5 million modification in June 2026.
What critics are saying
- Chenega Global Protection faces Kalantari FLSA class action in Colorado since March 25, 2025.
- Chenega Security and Support Solutions filed a WARN notice for 64 Alaska employees in 2026.
- Chenega’s 8(a) edge weakens after July 2030, forcing tougher price competition across contracts.
What makes Chenega unique
- Chenega wins recurring federal security work at FBI, DHS, IRS, and Army sites in 2026.
- SecuriGence broadened Chenega MIOS into cybersecurity, software engineering, and cloud operations after 2024.
- Chenega’s Alaska Native and 8(a) structure supports fast recompetes and sole-source federal access.
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Benefits
- Wellness Program
- Flexible Work Hours
- Professional Development Budget