Help Desk Specialist I – Tier 1 Agent

Titan Technologies

Help Desk Specialist providing first-level technical support for CBP technology service desk. Handling incidents, service requests, and customer inquiries in a 24x7x365 environment.

Posted 6/26/2026full-timeRemote • Florida, Texas, Virginia • 🇺🇸 United StatesJunior💰 $18 per hourWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.
Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self-service tickets, and email.
Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next-level support.
Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to:
- CBP web-based and client-based applications
- Email and messaging systems
- Mobile devices
- Hardware (printers, desktops, laptops, peripherals)
- Network connectivity
- Workstation login and PIV card issues
- Remote access, VPN, and DHS Workplace connectivity
Perform password resets, account unlocks, and initial request intake in compliance with security policies.
Provide first-call resolution using established troubleshooting techniques and approved knowledge articles.
Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third-party vendors, using ticket transfer and warm-call transfer methods.
Monitor ticket status and proactively communicate updates and resolution progress to customers.
Identify and escalate potential major incidents affecting multiple users.
Participate in major incident bridge calls and communicate customer impact as required.
Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up.
Verify ACE Portal accessibility following scheduled maintenance or outage events.

Requirements

What you’ll need

Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.
Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.
Strong customer service skills with clear and professional verbal and written communication.
Ability to work rotating shifts, including nights, weekends, and holidays.
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).
It’s GREAT if you also have:
CompTIA A+ or similar entry-level IT certification.
HDI Customer Service Representative (CSR) or Support Center Analyst (SCA).
Experience using the ServiceNow ITSM.
Experience troubleshooting VPN solutions such as GlobalProtect or Zscaler.
Prior federal government or CBP help desk.
Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Titan Technologies Website LinkedIn All Job Openings 501 - 1000 employees Founded 2016 🏛️ Government 🏢 Enterprise 🤖 Artificial Intelligence Government
Enterprise
Artificial Intelligence Titan Technologies is a government-focused IT services and solutions company that provides managed IT services, AI/ML analytics and data management, systems integration and engineering, and contact center solutions. The firm supports federal and state customers—including defense and intelligence agencies—through government contract vehicles and strategic partnerships, delivering modernization (e. g. , ServiceNow), disaster recovery support, and enterprise IT operations. Titan emphasizes customer success, collaborative relationships, and tailored solutions to modernize legacy systems and implement AI-enabled capabilities. Help Desk Specialist I – Tier 1 Agent 🔥 43 minutes ago 🐊 Florida, Texas, +1 more states – Remote 💵 $18 / hour ⏰ Full Time 🟢 Junior 💻 IT Support 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.
Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self-service tickets, and email.
Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next-level support.
Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to:
- CBP web-based and client-based applications
- Email and messaging systems
- Mobile devices
- Hardware (printers, desktops, laptops, peripherals)
- Network connectivity
- Workstation login and PIV card issues
- Remote access, VPN, and DHS Workplace connectivity
Perform password resets, account unlocks, and initial request intake in compliance with security policies.
Provide first-call resolution using established troubleshooting techniques and approved knowledge articles.
Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third-party vendors, using ticket transfer and warm-call transfer methods.
Monitor ticket status and proactively communicate updates and resolution progress to customers.
Identify and escalate potential major incidents affecting multiple users.
Participate in major incident bridge calls and communicate customer impact as required.
Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up.
Verify ACE Portal accessibility following scheduled maintenance or outage events. 🎯 Requirements
Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.
Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.
Strong customer service skills with clear and professional verbal and written communication.
Ability to work rotating shifts, including nights, weekends, and holidays.
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).
It’s GREAT if you also have:
CompTIA A+ or similar entry-level IT certification.
HDI Customer Service Representative (CSR) or Support Center Analyst (SCA).
Experience using the ServiceNow ITSM.
Experience troubleshooting VPN solutions such as GlobalProtect or Zscaler.
Prior federal government or CBP help desk.
Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs IT Specialist – Tier 1 🔥 5 hours ago Strike 51 - 200 ₿ Crypto 💳 Fintech 🛍️ eCommerce Website LinkedIn All Job Openings IT Specialist providing hands-on technical support to employees at Strike, the Bitcoin company. Seeking customer-focused individuals for a fast-paced startup environment. 🇺🇸 United States – Remote 💵 $61k - $79.5k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 💻 IT Support 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Claims EDI Helpdesk Support 🔥 6 hours ago RADcube 201 - 500 🤖 Artificial Intelligence 🏢 Enterprise 🔒 Cybersecurity Website LinkedIn All Job Openings Claims EDI Helpdesk Representative supporting Indiana Medicaid, providing customer service for electronic claims submissions and inquiries. Troubleshooting and collaborating with internal teams in a remote environment. 🇺🇸 United States – Remote ⏰ Full Time 🟢 Junior 💻 IT Support 🚫👨‍🎓 No degree required Help Desk Specialist 🔥 6 hours ago LifeStance Health 5001 - 10000 ⚕️ Healthcare Insurance 📡 Telecommunications 🧘 Wellness Website LinkedIn All Job Openings IT Support role at LifeStance Health delivering front-line technical support for clinical applications and systems. Collaborating across teams and providing high-quality customer support in mental health care. 🇺🇸 United States – Remote 💵 $25 - $28 / hour 💰 Private Equity Round on 2016-12 ⏰ Full Time 🟢 Junior 🟡 Mid-level 💻 IT Support 🦅 H1B Visa Sponsor Medicare Advantage External Audit Specialist 🔥 14 hours ago RAM Technologies 1 - 10 🔧 Hardware 🤝 B2B Website LinkedIn All Job Openings Medicare Advantage External Audit Specialist coordinating compliance audits for health plans nationwide. Collaborating with internal teams and regulators to ensure organized audit responses. 🇺🇸 United States – Remote 💵 $78k - $88k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 💻 IT Support IT Asset Management Specialist 🔥 14 hours ago Chartwell Law 501 - 1000 🤝 B2B 📋 Compliance Website LinkedIn All Job Openings IT Asset Management Specialist overseeing lifecycle of firm technology assets. Supporting operational efficiency and compliance for a national law firm. 🇺🇸 United States – Remote 💵 $60k - $70k / year ⏰ Full Time 🟢 Junior 💻 IT Support View More IT Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT help desk supportservice desk supporttroubleshootingnetwork connectivitypassword resetsaccount unlocksWindows operating systemsMicrosoft OfficeActive Directorybasic networking concepts

Soft Skills

customer serviceverbal communicationwritten communicationproblem-solvingescalation managementtime managementattention to detailprofessionalismteam collaborationadaptability

Certifications

CompTIA A+HDI Customer Service Representative (CSR)Support Center Analyst (SCA)