Help Desk Specialist (Tier I Agent ) Orlando FL

**Help Desk Specialist I (Tier 1 Agent ) Orlando FL** **CBP Technology Service Desk (TSD)** **Location:** Remote **Schedule:** Rotating shifts; **24x7x365 coverage required** (includes nights, weekends, and holidays) **Employment Type:** Fulltime **Clearance Requirement:** CBP Background Investigation (Unclassified) **About Aretec** At **Aretec, Inc.**, we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, datadriven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and highimpact solutions that support mission success. **Position Summary** 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 24x7x365 centralized **Point of Contact (POC)** for CBP employees and contractors, delivering firstlevel technical support and customer service. The ideal candidate is customerfocused, technically capable, and comfortable working in a fastpaced, missioncritical environment. **What You'll Do** * Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment. * Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, selfservice tickets, and email. * Accurately log and document all incidents and service requests in **ServiceNow**, including troubleshooting steps and resolution details required for nextlevel support. * Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to: * CBP webbased and clientbased applications * Email and messaging systems * Mobile devices * Hardware (printers, desktops, laptops, peripherals) * Network connectivity * Workstation login and PIV card issues * Remote access, VPN, and DHS Workplace connectivity * Perform password resets, account unlocks, and initial request intake in compliance with security policies. * Provide firstcall resolution using established troubleshooting techniques and approved knowledge articles. * Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and thirdparty vendors, using ticket transfer and warmcall transfer methods. * Monitor ticket status and proactively communicate updates and resolution progress to customers. * Identify and escalate potential major incidents affecting multiple users. * Participate in major incident bridge calls and communicate customer impact as required. * Handle sensitive or VIP customer contacts with timely, accurate escalation and followup. * Verify ACE Portal accessibility following scheduled maintenance or outage events. **Required Qualifications** * High school diploma or equivalent. * Minimum **1 year of experience** providing IT help desk,