RRemoteville
Aretec, Inc. logoAretec, Inc.

CBP Technology Service Desk

Skills
Contract RequirementsCustomer ServiceEnglishIT EscalationOperationsService DeskServicenow
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • High school diploma or equivalent
  • Minimum 1 year of IT help desk service desk or technical customer support experience
  • Working knowledge of Windows Microsoft Office and web-based applications
  • Strong customer service and communication skills
  • Ability to work rotating shifts including nights weekends and holidays
  • Sole U.S. citizenship required
  • Ability to pass a CBP Background Investigation

Nice to have

  • Bilingual English/Spanish
  • Customer-focused
  • Detail-oriented
  • Adaptable
  • Calm under pressure

Day to day

  • Serve as the Tier 1 point of contact for external CBP customers including PGAs and Trade users via phone chat email and self-service tickets
  • Provide first-level technical and functional support for CBP external-facing systems including ACE while delivering bilingual English and Spanish assistance
  • Log incidents in ServiceNow perform initial triage troubleshooting and escalation and keep customers informed on progress and resolution