Service Desk Technician - Tier 1

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.

Requirements

• 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, 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.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan