Service Desk Technician

2 days ago

Ashburn, Virginia, United States Choisys Technology Full time
:

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.

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