Help Desk Specialist I
Skills
Business IntelligenceBusiness Relationship ManagementComputer RepairContinuous ImprovementGEDLaw EnforcementParticle Image Velocimetry
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- High school diploma or GED equivalent
- 1+ year of IT Help Desk or Technical Customer Support experience
- Must be available for rotating shifts and 24x7x365 coverage
- U.S. Citizenship required
- Must pass CBP Background Investigation
- Ability to meet minimum clearance requirements
- Ability to work nights weekends and holidays as required
- Ability to travel 10%
Nice to have
- Customer focused
- Detail oriented
- Critical thinker
- Problem solver
- Adaptable
- Collaborative
Day to day
- Serve as the 24x7x365 central point of contact for CBP employees and contractors, delivering prompt Tier 1 technical support and customer service.
- Troubleshoot and resolve or escalate incidents across applications email mobile devices hardware network connectivity and VPN access while keeping every ticket accurately documented in ServiceNow.
- Communicate clearly with customers and internal teams monitor ticket progress participate in major incident response and support mission-critical ACE and Trade/PGA inquiries.