What are the responsibilities and job description for the Service Desk Technician - Tier I position at CHOISYS TECHNOLOGY INC?
Description
The Tier 1 Service Desk Technician provides first-level technical support to end users across U.S. Customs and Border Protection (CBP). This role is responsible for responding to incoming service requests, incidents, and inquiries related to end-user devices, software, network connectivity, and IT services. The technician will follow established troubleshooting procedures, document all work performed, and escalate issues to Tier 2 or specialized teams when necessary. This position requires excellent communication skills, attention to detail, and consistent customer service performance in a mission-critical environment.
Responsibilities
- Serve as the initial point of contact for CBP staff requiring IT assistance via phone, email, chat, or ticketing system.
- Troubleshoot and resolve Tier 1 incidents related to:
- Windows workstation issues
- User account access (Active Directory unlocks/resets)
- Printer setup and failures
- Software installation and configuration
- VPN connectivity and remote access issues
- Create, update, and maintain detailed incident tickets in the CBP Service Desk ticket management system.
- Follow standard operating procedures (SOPs) and knowledge base articles to diagnose and resolve routine issues.
- Escalate complex or unresolvable issues to Tier 2 or engineering support teams while maintaining ownership until closure.
- Assist in onboarding of new users, including device setup and profile configuration.
- Maintain service level agreements (SLAs) for response and resolution timeframes.
- Support asset tracking, inventory updates, and equipment lifecycle processes.
- Deliver outstanding customer service to CBP personnel at all levels, including field agents, administrative staff, and leadership.
Requirements
- U.S. Citizenship required (per CBP security requirements).
- Ability to obtain a CBP Public Trust / Suitability clearance.
- IT experience is not required as there will be on-the-job training.
- Preferred - 1–2 years of IT support or Service Desk experience, preferably in a structured IT Service Management environment.
- Preferred - Working knowledge of:
- Microsoft Windows 10/11
- Microsoft Office 365
- Active Directory account management
- Basic networking fundamentals (DNS, DHCP, VPN)
- Ability to follow documented troubleshooting steps and workflows.
- Strong verbal and written communication skills.