Chronos Operations, LLC is seeking a Help Desk Specialist to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized point of contact for CBP employees and contractors, or Participating Government Agencies (PGA) and Trade partners, via the external 866 number, delivering first-line technical support and customer service. Responsibilities include receiving and responding to requests, incidents, and questions via phone, live agent chat, self-service tickets, and email; logging all incidents in ServiceNow; performing initial investigation, triage, troubleshooting, and resolution; password resets and account unlocks; hardware, software, and network troubleshooting (printers, desktops, laptops, etc.); VPN/DHS Workplace connectivity; and escalating to next-level support as needed. The role requires the ability to make sound decisions, apply critical thinking, and adhere to security policies. Qualifications include a high school diploma or GED and 1+ year of IT Help Desk or Technical Customer Support experience; willingness to support rotating 24/7 shifts; U.S. Citizenship with the ability to pass CBP Background Investigation (BI). Preferred qualifications include a bachelor’s degree in Business Administration, Information Technology, or a related field; CompTIA A+ or similar IT certification; bilingual English/Spanish; HDI Customer Service or Support Center Analyst certification; ServiceNow ITSM experience; VPN troubleshooting experience; ACE system experience; prior government or CBP help desk experience; and expe

Chronos Operations, LLC is seeking a Help Desk Specialist to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized point of contact for CBP employees and contractors, or Participating Government Agencies (PGA) and Trade partners, via the external 866 number, delivering first-line technical support and customer service. Responsibilities include receiving and responding to requests, incidents, and questions via phone, live agent chat, self-service tickets, and email; logging all incidents in ServiceNow; performing initial investigation, triage, troubleshooting, and resolution; password resets and account unlocks; hardware, software, and network troubleshooting (printers, desktops, laptops, etc.); VPN/DHS Workplace connectivity; and escalating to next-level support as needed. The role requires the ability to make sound decisions, apply critical thinking, and adhere to security policies. Qualifications include a high school diploma or GED and 1+ year of IT Help Desk or Technical Customer Support experience; willingness to support rotating 24/7 shifts; U.S. Citizenship with the ability to pass CBP Background Investigation (BI). Preferred qualifications include a bachelor’s degree in Business Administration, Information Technology, or a related field; CompTIA A+ or similar IT certification; bilingual English/Spanish; HDI Customer Service or Support Center Analyst certification; ServiceNow ITSM experience; VPN troubleshooting experience; ACE system experience; prior government or CBP help desk experience; and expe