Aretec
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, service desk, or technical customer support.
- Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.
- Strong customer service skills with clear and professional verbal and written communication.
- Ability to work rotating shifts, including nights, weekends, and holidays.
- Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).
Preferred Qualifications
- CompTIA A+ or similar entrylevel IT certification.
- HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) certification.
- Experience using the ServiceNow ITSM platform.
- Experience troubleshooting VPN solutions such as GlobalProtect or Zscaler.
- Prior federal government or CBP help desk experience.
- Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems.
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