Help Desk Specialist I – Tier 1

Help Desk Specialist I – Tier 1 About Our Client The organization operates within the government support sector, providing technology services to large-scale federal operations. It addresses the need for reliable, continuous technical support by managing a centralized service desk for Customs and Border Protection (CBP) employees, contractors, and associated agencies. The organization leverages advanced technology to maintain operational continuity and effective service delivery in a 24x7x365 environment. About the Opportunity The Help Desk Specialist I – Tier 1 provides first-level technical support and customer service for CBP and related government personnel. As a primary point of contact, this role handles a broad range of technology-related issues, providing timely troubleshooting, incident management, and escalation to maintain smooth operations and a positive user experience. Responsibilities • Provide 24x7x365 Tier 1 technical support through phone, chat, ticketing systems, and email. • Accurately record and document incidents and service requests. • Perform initial investigation, triage, troubleshooting, and resolution of hardware, software, network, and access issues. • Perform password resets, account unlocks, and request intake in accordance with security policies. • Escalate unresolved issues to appropriate support teams and monitor ticket progress through resolution. • Identify and escalate major incidents affecting multiple users. • Participate in incident management calls and communicate customer impact and status updates. • Handle sensitive VIP customer contacts with appropriate escalation and follow-up. • Verify system accessibility following scheduled maintenance. • Support inquiries related to trade facilitation and enforcement systems. • Apply independent judgment and problem-solving skills to support mission objectives. • Perform other duties as assigned. Requirements • High school diploma or GED equivalent. • Minimum of 1 year of experience in IT help desk or technical customer support. • Availability to work rotating shifts supporting 24x7x365 operations. • U.S. citizenship and successful completion of the required CBP background investigation. • Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking. • Ability to manage multiple tickets while meeting established service level agreements. • Strong communication, interpersonal, and problem-solving skills. • Willingness to work nights, weekends, and holidays. • Ability to travel up to 10%. Pay Range and Compensation Package • The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, qualifications, location, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.