Help Desk Specialist

Title: Help Desk Specialist

Location: Ft Sam Houston, Texas, United States

Department: Information Technology

Type: Regular Full-Time

Company: Chronos Operations, LLC

Telecommute: Yes

Job Description:

Overview

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Help Desk Specialist 

San Antonio, TX (Remote)

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! 

Chronos Operations, LLC is seeking a Help Desk Specialist to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first‑level technical support and customer service.

Responsibilities

• Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for either all CBP employees and contractors or Participating Government Agencies (PGA) and Trade (importers/exporters) via the external 866 number.
• Answer and respond to incoming requests, incidents, and questions via internal 800 number or external 866 number, live agent chat, self-service tickets, and emails.
• Record all technology incidents/service requests in ServiceNow, documenting all actions performed and information required for next-level support.
• Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for: web-based and client-based CBP applications; email/messaging; mobile devices; hardware (printers, desktops, laptops, etc.); network connectivity; workstation login and PIV card issues; remote VPN/DHS Workplace connectivity.
• Perform password resets, account unlocks, and initial request intake adhering to security policies.
• Provide first-level resolution using established troubleshooting methods and knowledge articles.
• Escalate incidents to next-level support (internal CBP teams and third-party vendors) via ticket transfer and warm transfer of calls.
• Monitor and communicate ticket status to internal or external customers.
• Identify and escalate potential major incidents affecting multiple end users.
• Participate in major incident bridge calls and communicate customer impact.
• Handle Sensitive VIP customer contacts with timely, accurate escalation and follow-up.
• Verify ACE portal accessibility after maintenance events.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
• Support ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement.
• Other duties as assigned.

Qualifications

• High school diploma or GED equivalent.
• 1+ year of IT Help Desk or Technical Customer Support experience.
• Must be available to support rotating shift, 24x7x365 coverage required.
• U.S. Citizenship required; must pass CBP Background Investigation (BI).

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Information Technology, or related field preferred.
• CompTIA A+ or similar IT certification.
• Bilingual (English/Spanish) preferred, specific vacancies may require bilingual abilities  
• Must be available to support rotating shift, 24x7x365 coverage required.
• HDI Customer Service Representative or Support Center Analyst certification.
• Experience with ServiceNow ITSM platform.
• Experience with VPN troubleshooting (Global Protect, Zscaler).
• Experience with ACE (Automated Commercial Environment) system.
• Experience supporting Trade/PGA customers.
• Prior federal government or CBP help desk experience.
• Experience with Amazon Connect or similar ACD system.

Knowledge, Skills and Abilities:

• Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking.
• Expertise in various tools like Microsoft Project, ServiceNow and Amazon Connect.
• Ability to manage multiple tickets, meeting SLA commitments, and maintaining accurate documentation.
• Ability to identify and resolve IT issues quickly, following escalation protocol.
• Ability to work with internal teams and other agencies to resolve cross-functional IT needs
• Ability to support rotating shift, 24x7x365 coverage required.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
• Ability to analyze customer feedback and performance metrics to drive continuous improvement.
• Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Strong written and verbal communication skills for technical documentation and stakeholder coordination.
• Excellent communication, leadership, and project management skills.
• Ability to work effectively in cross-functional teams and under senior analyst guidance.
• Ability to meet minimum clearance requirements.
• Ability to work nights, weekends, and holidays as required.
• Ability to travel 10%.

How you’ll grow 

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. 

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. 

Benefits 

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. 

Chenega MIOS’s culture 

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives. 

Corporate citizenship 

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. 

Teleworking Permitted?

Yes

Teleworking Details

Remote within 1 hour of commute to site location.

Estimated Salary/Wage

Up to USD $17.00/Hr.

Our wide range of benefit options is designed to support and protect employees and their families. Based on eligibility, benefits include medical, dental, vision, prescription plans, wellness programs, income protection, paid leave, and retirement. Positions covered by the McNamara-O'Hara Service Contract Act, Davis-Bacon Act, or a Collective Bargaining Agreement (CBA) will comply with the statute or CBA requirements.