What are the responsibilities and job description for the Service Desk Technician - Tier I position at Choisys Technology?
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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.
Choisys Technology, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. The candidate must have the ability to sit for long periods of time, ability to discern colors, ability to read and monitor a computer screen for an extended period, 100% requirement to work on site.