Help Desk Specialist I (Tier I Agent - Internal) Job at Aretec Inc, Ashburn, VA

  • Aretec Inc
  • Ashburn, VA

Job Description

Job Description

Job Description

Help Desk Specialist I (Tier 1 Agent – Internal)

CBP Technology Service Desk (TSD)

Location: Remote

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)

Employment Type: Full‑time

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, data‑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‑impact 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 first‑level technical support and customer service. The ideal candidate is customer‑focused, technically capable, and comfortable working in a fast‑paced, mission‑critical 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, self‑service tickets, and email.
  • Accurately log and document all incidents and service requests in

Job Tags

Full time, For contractors, Night shift, Rotating shift

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