Service Desk Technician Tier I at Choisys Technology

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.ResponsibilitiesServe 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.RequirementsU.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.Required Experience:IC Key Skills Editorial,Catering,B2C,Camp,Computer Engineering Employment Type : Full Time Experience: years Vacancy: 1