Help Desk Specialist I (Tier 1 Agent – Internal)\n. CBP Technology Service Desk (TSD)\n. Location: Ashburn, VA \/ Orlando, FL \/ San Antonio, TX - Primarily remote (must reside within commuting distance of one location)\n. Schedule: Rotating shifts; 24 x 7 x 365 coverage required (includes nights, weekends, and holidays)\n. Employment Type: Full\u 2011 time\n. Clearance Requirement: CBP Background Investigation (Unclassified)\n \n \n. About Aretec\n. At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data\u 2011 driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high\u 2011 impact solutions that support mission success.\n \n. Position Summary\n. Aretec is seeking a Help Desk Specialist I (Tier 1 Agent – Internal) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24 x 7 x 365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first\u 2011 level technical support and customer service. The ideal candidate is customer\u 2011 focused, technically capable, and comfortable working in a fast\u 2011 paced, mission\u 2011 critical environment.\n \n. What You'll Do\n\n. Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24 x 7 x 365 environment.\n\n\n. Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self\u 2011 service tickets, and email.\n\n\n. Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next\u 2011 level support.\n\n\n. Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to: \n\n\n. CBP web\u 2011 based and client\u 2011 based applications\n\n\n. Email and messaging systems\n\n\n. Mobile devices\n\n\n. Hardware (printers, desktops, laptops, peripherals)\n\n\n.Network connectivity\n\n\n. Workstation login and PIV card issues\n\n\n. Remote access, VPN, and DHS Workplace connectivity\n\n\n. Perform password resets, account unlocks, and initial request intake in compliance with security policies.\n\n\n. Provide first\u 2011 call resolution using established troubleshooting techniques and approved knowledge articles.\n\n\n. Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third\u 2011 party vendors, using ticket transfer and warm\u 2011 call transfer methods.\n\n\n. Monitor ticket status and proactively communicate updates and resolution progress to customers.\n\n\n. Identify and escalate potential major incidents affecting multiple users.\n\n\n. Participate in major incident bridge calls and communicate customer impact as required.\n\n\n. Handle sensitive or VIP customer contacts with timely, accurate escalation and follow\u 2011 up.\n\n\n. Verify ACE Portal accessibility following scheduled maintenance or outage events.\n\n \n. Required Qualifications\n\n. High school diploma or equivalent.\n\n\n. Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.\n\n\n. Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.\n\n\n. Strong customer service skills with clear and professional verbal and written communication.\n\n\n. Ability to work rotating shifts, including nights, weekends, and holidays.\n\n\n. Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).\n\n \n. Preferred Qualifications\n\n. Comp. TIA A or similar entry\u 2011 level IT certification.\n\n\n. HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) certification.\n\n\n. Experience using the ServiceNow ITSM platform.\n\n\n. Experience troubleshooting VPN solutions such as Global. Protect or Zscaler.\n\n\n. Prior federal government or CBP help desk experience.\n\n\n. Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems.\n\n \n. Why Join Aretec\n\n. Support a high\u 2011 visibility, mission\u 2011 critical CBP operational environment.\n\n\n. Gain experience supporting enterprise\u 2011 scale federal IT systems.\n\n\n. Opportunities for growth within service desk, operations, quality, training, and program management career paths.\n\n\n. Competitive compensation and benefits, including: \n\n\n. Health, Dental, and Vision Insurance\n\n\n 401(k) with Employer Match\n\n\n. Paid Time Off and Holidays\n\n\n. Training and Certification Support\n\n \n.