Help Desk Specialist I

Seeking a full-time Help Desk Specialist I (Tier 1 Agent) to provide 24x7x365 technical support and customer service for Customs and Border Protection (CBP) employees and contractors, responding to incidents and service requests while working remotely in a fast-paced environment. Key responsibilities Serve as the primary Tier 1 support contact for CBP employees, handling incoming incidents and service requests through various channels Accurately log and document all incidents in ServiceNow, performing initial troubleshooting and escalation as necessary Monitor ticket status and communicate updates to customers, ensuring timely resolution and follow-up on sensitive issues Required qualifications High school diploma or equivalent Minimum of 1 year of experience in IT help desk or technical customer support Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts Ability to work rotating shifts, including nights, weekends, and holidays Sole U.S. citizenship required and ability to pass a CBP Background Investigation