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 - 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.