Help Desk Specialist I – Tier 1 Bilingual
$37,440–$37,440 year
RemoteUnited States or San Antonio, Texas, United States
Job Summary
Serve as the 24x7x365 centralized Point of Contact for Customs and Border Protection employees and contractors, answering requests via phone, chat, and email. Troubleshoot web-based applications, mobile devices, hardware, network connectivity, and PIV card issues using established methods and ServiceNow. Perform password resets, escalate incidents to internal teams or vendors, and monitor ticket status while communicating major incident impacts to customers. Support ACE portal accessibility after maintenance events and handle sensitive VIP contacts with timely escalation. Requires rotating shift coverage, U.S. citizenship, and bilingual English/Spanish skills.
Required Qualifications
- High school diploma or GED equivalent
- 1+ years of IT Help Desk or Technical Customer Support experience
- Bilingual (English/Spanish)
- Must be available to support rotating shift, 24x7x365 coverage
- U.S. Citizenship
- Must pass CBP Background Investigation (BI)
- Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success
- 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 meet minimum clearance requirements
- Ability to work nights, weekends, and holidays as required
- Ability to travel 10%
Desired Qualifications
- Bachelor's degree in Business Administration, Information Technology, or related field
- CompTIA A+ or similar IT certification
- 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
- 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, meet SLA commitments, and maintain accurate documentation
- Ability to identify and resolve IT issues quickly, following escalation protocol
- 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 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
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