• Service Desk Technician - Tier I

    Choisys Technology (VA)


    Service Desk Technician - Tier I

     

    Fully Remote • DC metro, VA (http://maps.google.com/maps?q=Ashburn+VA+USA+20146)

    Description

    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.