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Chenega

Defense, intelligence, and federal staffing services

Help Desk Specialist 1 - Tier 1

IT Service Desk & End User SupportUpdated on Nov 10
Full-timeAshburn, VA, USA$16 - $17 /hr

About the Job

Requirements

  • A high school diploma or GED equivalent is required.
  • At least 1 year of IT help desk or technical customer support experience is required.
  • Must be available to support rotating shifts for 24x7x365 coverage.
  • U.S. citizenship is required, and the candidate must pass a CBP Background Investigation.
  • Must meet minimum clearance requirements.
  • Must be able to work nights, weekends, and holidays as required.
  • Ability to travel 10%.
  • Working knowledge of Windows operating systems, Microsoft Office products, Active Directory, and basic networking.
  • Ability to manage multiple tickets, meet service-level agreement commitments, and maintain accurate documentation.
  • Ability to identify and resolve IT issues quickly while following escalation protocols.
  • Ability to work with internal teams and other agencies to resolve cross-functional IT needs.
  • Ability to analyze customer feedback and performance metrics to drive continuous improvement.
  • Ability to communicate and facilitate effectively, coordinate teams, and communicate with stakeholders.
  • 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 work effectively in cross-functional teams under senior analyst guidance.

Responsibilities

  • Serve as a 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 requests, incidents, and questions through internal and external telephone numbers, live-agent chat, self-service tickets, and email.
  • Record technology incidents and service requests in ServiceNow, documenting actions taken and information needed for next-level support.
  • Investigate, triage, troubleshoot, resolve, and escalate issues involving web-based and client-based CBP 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 next-level CBP teams and third-party vendors through ticket transfers and warm call transfers.
  • Monitor ticket status and communicate updates 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.
  • CompTIA A+ or a similar IT certification.
  • HDI Customer Service Representative or Support Center Analyst certification.
  • Experience with the ServiceNow ITSM platform.
  • Experience troubleshooting VPNs, including GlobalProtect and Zscaler.
  • Experience with the ACE (Automated Commercial Environment) system.
  • Experience supporting Trade or Participating Government Agency customers.
  • Prior federal government or CBP help desk experience.
  • Experience with Amazon Connect or a similar automatic call distribution system.
  • Expertise with tools such as Microsoft Project, ServiceNow, and Amazon Connect.

About the Company

Chenega

Defense, intelligence, and federal staffing services

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
Not listed
Total funding
Not listed
Headquarters
Anchorage, AK
Founded
1974

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