Help Desk Specialist I – Tier 1

Overview: **Help Desk Specialist I – Tier 1** **Ashburn, VA (Remote)** Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence \& Operations Support (MIOS) could be the place for you! Join our team of professionals who support large\-scale government operations by leveraging cutting\-edge technology and take your career to the next level! Chronos Operations, LLC is seeking a **Help Desk Specialist I (Tier 1\)** 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. Responsibilities: * Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for either all CBP employees and contractors or Participating Government Agencies (PGA) and Trade (importers/exporters) via the external 866 number. * Answer and respond to incoming requests, incidents, and questions via internal 800 number or external 866 number, live agent chat, self\-service tickets, and emails. * Record all technology incidents/service requests in ServiceNow, documenting all actions performed and information required for next\-level support. * Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for: web\-based and client\-based CBP applications; email/messaging; mobile devices; hardware (printers, desktops, laptops, etc.); network connectivity; workstation login and PIV card issues; remote VPN/DHS Workplace connectivity. * Perform password resets, account unlocks, and initial request intake adhering to security policies. * Provide first\-level resolution using established troubleshooting methods and knowledge articles. * Escalate incidents to next\-level support (internal CBP teams and third\-party vendors) via ticket transfer and warm transfer of calls. * Monitor and communicate ticket status to internal or 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. * Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem\-solving approaches to support mission objectives and operational success. * Support ACE\-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement. * Other duties as assigned. Qualifications: * High school diploma or GED equivalent. * 1\+ year of IT Help Desk or Technical Customer Support experience. * Must be available to support rotating shift, 24x7x365 coverage r