Service Desk Technician Tier I

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.

• 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 - 12 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.