Help Desk Specialist I (Tier 1 Agent – Internal) (CBP Technology Service Desk)

Location: Remote within the United States; sole U.S. citizenship required. Rotating shifts provide 24x7x365 coverage, including nights, weekends, and holidays.

Company

hirify.global provides analytics, cybersecurity, data-driven operations, and business optimization solutions for federal government agencies as a trusted prime contractor.

What you will do

• Serve as the Tier 1 point of contact for CBP employees and contractors.
• Respond to incidents, service requests, and inquiries through phone, chat, tickets, and email.
• Investigate, troubleshoot, resolve, document, and escalate issues involving applications, email, mobile devices, hardware, networks, VPN, remote access, workstation login, and PIV cards.
• Record incidents and troubleshooting details in ServiceNow and provide first-call resolution using approved knowledge articles.
• Monitor ticket progress, communicate updates, and escalate major incidents or sensitive customer contacts.
• Participate in incident bridge calls and verify ACE Portal accessibility after maintenance or outages.

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, Active Directory, and basic networking.
• Clear and professional verbal and written communication with strong customer service skills.
• Ability to work rotating shifts, including nights, weekends, and holidays.
• Sole U.S. citizenship and successful completion of a CBP Background Investigation are required.

Nice to have

• CompTIA A+ or a similar entry-level IT certification.
• HDI Customer Service Representative or Support Center Analyst certification.
• ServiceNow ITSM experience.
• Experience with GlobalProtect, Zscaler, Amazon Connect, or similar tools.
• Federal government or CBP help desk experience.

Culture & Benefits

• Work in a high-visibility, mission-critical CBP operational environment.
• Gain experience with enterprise-scale federal IT systems.
• Career growth opportunities across service desk, operations, quality, training, and program management.
• Health, dental, and vision insurance.
• 401(k) with employer match, paid time off, paid holidays, and training and certification support.