What are the responsibilities and job description for the CBP Technology Service Desk position at Aretec Inc?
CBP Technology Service Desk (TSD)
Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within commuting distance of one location)
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 – External) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for external customers, including Participating Government Agencies (PGAs) and the Trade community (importers/exporters). The position provides first‑level technical and functional support for CBP external‑facing systems, including the Automated Commercial Environment (ACE). The ideal candidate demonstrates strong customer service skills and comfort supporting external stakeholders in a mission‑critical environment.
What You'll Do
- Serve as the Tier 1 customer support Point of Contact for external CBP customers, including PGAs and Trade users, via the external 866 support line.
- Respond to incoming incidents, service requests, and inquiries via phone, live agent chat, self‑service tickets, and email.
- Provide support for ACE‑related inquiries, including trade facilitation, compliance, and enforcement topics.
- Deliver 24x7x365 bilingual (English/Spanish) support for ACE‑related Trade inquiries.
- Accurately log and document all incidents and service requests in ServiceNow, including actions taken and information required for next‑level support.
- Perform initial investigation, triage, troubleshooting, resolution, and escalation for external‑facing CBP applications.
- Escalate incidents to Tier 2 or Tier 3 support teams using ticket transfer and warm‑call transfer methods.
- Monitor ticket status and proactively communicate updates and resolution progress to external customers.
- Handle sensitive or VIP customer contacts with timely, accurate escalation and follow‑up.
- Support both Internal and External Tier 1 operations as required; 23% of Task 2 effort is allocated to External support in accordance with contract requirements.
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, and web‑based applications.
- Strong customer service and communication skills, both verbal and written.
- 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
- Bilingual English/Spanish proficiency strongly preferred.
- CompTIA A or similar entry‑level IT certification.
- HDI Customer Service Representative (CSR) certification.
- Experience supporting the Automated Commercial Environment (ACE).
- Experience assisting Trade or Participating Government Agency (PGA) customers.
- Prior federal government or CBP help desk experience.
Why Join Aretec
- Support CBP's external mission partners and national trade operations.
- Gain experience supporting enterprise‑scale federal and trade‑facing systems.
- Work in a high‑impact, customer‑facing environment supporting border and trade missions.
- Competitive compensation and benefits, including:
- Health, Dental, and Vision Insurance
- 401(k) with Employer Match
- Paid Time Off and Holidays
- Training and Certification Support
Equal Opportunity Employer
Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.