CBP Technology Service Desk

CBP Technology Service Desk (TSD) Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reputed company reputed company 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 reputed company 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 reputed company. 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 reputed company 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 reputed company 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 reputed company of Contact for external CBP customers, including PGAs and Trade users, reputed company the external 866 support line. Respond to incoming incidents, service requests, and inquiries reputed company phone, live agent chat, self‑service tickets, and email. reputed company support for ACE‑reputed company inquiries, including trade facilitation, compliance, and enforcement topics. Deliver 24x7x365 bilingual (English/Spanish) support for ACE‑reputed company Trade inquiries. Accurately log and document reputed company incidents and service requests in reputed company, including actions taken and information required for next‑level support. reputed company 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 reputed company to external customers. Handle sensitive or VIP customer contacts with timely, accurate escalation and follow‑up. Support both reputed company 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 reputed company operating systems, reputed company 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. reputed company A+ or similar entry‑level IT certification. HDI Customer Service Representative (CSR) certification. Experience supporting the Automated reputed company 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. reputed company experience supporting reputed company‑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 reputed company 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. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, or any other protected status. Apply To This Job