Help Desk Specialist II

Overview: **Help Desk Specialist II** **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 (CO) is a wholly\-owned subsidiary of Chenega Corporation, an Alaska Native Corporation based in Anchorage, AK. Belonging to the Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU), Chronos has a culture rooted in integrity, respect, and exceptional performance. Chronos is headquartered in Colorado Springs, CO, and provides mission\-critical services in Advanced Analytics \& AI, Software Engineering, Cybersecurity, Information Technology, and Intelligence. Chronos Operations, LLC is seeking a **Help Desk Specialist II** to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers second‑level troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's mission‑critical IT environment. Responsibilities: * Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm\-transferred telephone call. * Perform advanced (second\-level) remote troubleshooting for: * + Mobile device issues, including CBP's mobile service environment (AirWatch) + Email and Microsoft Outlook accounts and functionality + Personal Identity Verification (PIV) card access to CBP systems + Remote VPN access (Global Protect and Zscaler) + Remote access using DHS Workplace (WaaS) + Microsoft Office products + Windows and Active Directory + Remote software installations * Resolve \>\=90% of tickets assigned to Tier II (AQL target). * Process \>\=90% of tickets within 4 hours (resolved or escalated to next level). * Answer \>\=80% of transferred calls/chats within 60 seconds. * Escalate incidents to next\-level support (internal CBP teams and third\-party vendors). * Perform remote installation and troubleshooting of workstations, peripherals (desktops, laptops, tablets, printers, scanners, cameras). * Install approved software using Government\-provided tools. * Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem\-solving approaches to support mission objectives and operational success. * Other duties as assigned. Qualifications: * High school diploma or equivalent * 2\+ years of IT help desk or technical support experience with Tier II\-level troubleshooting. * + Experience with VPN technologies, remote access tools, and PIV/smart card authentication. + Must be available to support rotating shift,