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Chenega

Defense, intelligence, and federal staffing services

Help Desk Specialist

IT Service Desk & End User SupportUpdated on Nov 10
Full-timeOrlando, FL, USA$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.
  • Working knowledge of Windows operating systems, Microsoft Office products, Active Directory, and basic networking is required.
  • Must be able to manage multiple tickets, meet service-level agreement commitments, and maintain accurate documentation.
  • Must be able to identify and resolve IT issues quickly while following escalation protocols.
  • Must be able to work with internal teams and other agencies to resolve cross-functional IT needs.
  • Must be able to analyze customer feedback and performance metrics to drive continuous improvement.
  • Must be able to effectively coordinate teams and communicate with stakeholders.
  • Must have strong written and verbal communication skills for technical documentation and stakeholder coordination.
  • Must be able to work effectively in cross-functional teams and under senior analyst guidance.
  • Must meet minimum clearance requirements.
  • Must be able to work nights, weekends, and holidays as required.
  • Must be able to travel 10%.
  • Must be able to independently make sound decisions, exercise critical thinking, and apply problem-solving approaches to support mission objectives and operational success.

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 via the external 866 number.
  • Answer 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 performed and information required for next-level support.
  • Investigate, triage, troubleshoot, resolve, and escalate issues involving CBP applications, email and messaging, mobile devices, hardware, network connectivity, workstation login and PIV card issues, and remote VPN or DHS Workplace connectivity.
  • Perform password resets, account unlocks, and initial request intake in accordance with security policies.
  • Provide first-level resolution using established troubleshooting methods and knowledge articles.
  • Escalate incidents to next-level support teams and third-party vendors through ticket transfer and warm transfer of calls.
  • 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 Trade and Participating Government Agency inquiries, 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.
  • Bilingual English and Spanish ability is preferred; specific vacancies may require bilingual ability.
  • HDI Customer Service Representative or Support Center Analyst certification is preferred.
  • Experience with the ServiceNow ITSM platform is preferred.
  • Experience with VPN troubleshooting using GlobalProtect or Zscaler is preferred.
  • Experience with the Automated Commercial Environment 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.
  • Knowledge of Microsoft Project, ServiceNow, and Amazon Connect is preferred.
  • Interpersonal communication and facilitation skills, and experience coordinating teams and communicating with stakeholders, are preferred.
  • Experience managing relationships with internal teams, external partners, vendors, and senior leadership is preferred.
  • Communication, leadership, and project management skills are preferred.

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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