Help Desk Specialist I (Tier 1 Agent – External)

Location: Remote within the United States; sole U.S. citizenship required

Pay type: Per year; rate not specified

Company

Federal government technology services provider specializing in analytics, cybersecurity, data-driven operations, and business optimization.

What you will do

• Provide Tier 1 support to external Customs and Border Protection customers, participating government agencies, and trade users.
• Respond to incidents, service requests, and inquiries by phone, live chat, self-service tickets, and email.
• Support Automated Commercial Environment inquiries related to trade facilitation, compliance, and enforcement.
• Investigate, triage, troubleshoot, resolve, and escalate issues affecting external-facing CBP applications.
• Document incidents and service requests in ServiceNow, including actions taken and information needed for higher-level support.
• Monitor ticket status and communicate updates, including handling sensitive or VIP customer contacts.

Requirements

• High school diploma or equivalent.
• At least one year of IT help desk, service desk, or technical customer support experience.
• Working knowledge of Windows operating systems, Microsoft Office, and web-based applications.
• Strong verbal and written customer service and communication skills.
• Availability for rotating shifts, including nights, weekends, and holidays, with 24x7x365 coverage.
• Sole U.S. citizenship and successful completion of a CBP Background Investigation required.

Nice to have

• Bilingual English/Spanish proficiency.
• CompTIA A+ or similar entry-level IT certification.
• HDI Customer Service Representative certification.
• Experience with ACE, trade customers, participating government agencies, federal government, or CBP help desks.

Culture & Benefits

• Customer-facing work supporting federal trade and border missions.
• Exposure to enterprise-scale federal and trade-facing systems.
• Health, dental, and vision insurance.
• 401(k) with employer match.
• Paid time off, paid holidays, and training and certification support.