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 I (Tier 1 Agent – External) 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 external customers, including Participating Government Agencies (PGA) and Trade (importers/exporters) via the external 866 number.
Answer and respond to incoming requests, incidents, and questions via external 866 number, live agent chat, self-service tickets, and emails.
Support ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement.
Provide 24x7x365 bilingual (English/Spanish) support for ACE-related Trade inquiries.
Record all technology incidents/service requests in ServiceNow, documenting all actions and information for next-level support.
Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for external-facing CBP applications.
Escalate incidents to next-level support via ticket transfer and warm transfer of calls.
Monitor and communicate ticket status to external customers.
Handle Sensitive VIP contacts with timely, accurate escalation and follow-up.
NOTE: Internal and External support is performed seamlessly using the same staff. 23% of the Task 2 price is applied to the External Sub-CLIN.
Other duties as assigned.
Qualifications:
High school diploma or equivalent.
Minimum 1 year of IT help desk or technical customer support experience.
Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking.
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.
Experience may be used in lieu of education
Bilingual English/Spanish strongly preferred.
CompTIA A+ or similar IT certification.
HDI Customer Service Representative certification.
Experience with the ACE (Automated Commercial Environment) system.
Experience supporting Trade/PGA customers. Prior federal government or CBP help desk experience.
Knowledge, Skills, and Abilities:
Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect.
Ability to manage multiple tickets, meet SLA commitments, and maintain 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 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.
Learn more about what working at Chenega MIOS can mean for you.
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.
Learn more about Chenega’s impact on the world.
Chenega MIOS News- https://chenegamios.com/news/
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program