Help Desk Specialist I (Tier I Agent - Internal)

Help Desk Specialist I (Tier 1 Agent – Internal)

CBP Technology Service Desk (TSD)

Location: Remote

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)

Employment Type: Full‑time

Clearance Requirement: CBP Background Investigation (Unclassified)

About Aretec

At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data‑driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that support mission success.

Position Summary

Aretec is seeking a Help Desk Specialist I (Tier 1 Agent – Internal) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first‑level technical support and customer service. The ideal candidate is customer‑focused, technically capable, and comfortable working in a fast‑paced, mission‑critical environment.

What You'll Do

• Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.

• Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self‑service tickets, and email.

• Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next‑level support.

• Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to:

• CBP web‑based and client‑based applications

• Email and messaging systems

• Mobile devices

• Hardware (printers, desktops, laptops, peripherals)

• Network connectivity

• Workstation login and PIV card issues

• Remote access, VPN, and DHS Workplace connectivity

• Perform 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, using ticket transfer and warm‑call 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.

Required Qualifications