{"id":1274623,"url":"https://alion.io/job/chenega-help-desk-specialist","title":"Help Desk Specialist","company":{"id":2131546,"name":"Chenega","domain":"chenega.com","url":"https://alion.io/company/chenega","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Houston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":null,"max":17,"currency":"USD","period":"hour","gross":null,"usd_annual":34000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Active Directory","optional":true},{"name":"ITSM","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Microsoft Project","optional":true},{"name":"SLI/SLO/SLA","optional":true},{"name":"Windows","optional":true},{"name":"Zscaler","optional":true}],"status":"live","first_seen_at":"2026-09-26T01:01:17Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-10-15T23:04:32Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Overview\nJoin Our Talent NetworkStay connected. Explore future opportunities. Engage on your terms.Our Talent Network is designed for professionals who want to stay informed about upcoming Chenega MIOS opportunities in government contracting- Contingent upon position availability and completion of the BI process.\nHelp Desk Specialist\nSan Antonio, TX (Remote)\nAre you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!\nChronos Operations, LLC is seeking a Help Desk Specialist to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first-level technical support and customer service.\nResponsibilities\nServe as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for either all CBP employees and contractors or Participating Government Agencies (PGA) and Trade (importers/exporters) via the external 866 number.\nAnswer and respond to incoming requests, incidents, and questions via internal 800 number or external 866 number, live agent chat, self-service tickets, and emails.\nRecord all technology incidents/service requests in ServiceNow, documenting all actions performed and information required for next-level support.\nProvide initial investigation, triage, troubleshooting, resolution, and ticket escalation for: web-based and client-based CBP applications; email/messaging; mobile devices; hardware (printers, desktops, laptops, etc.); network connectivity; workstation login and PIV card issues; remote VPN/DHS Workplace connectivity.\nPerform password resets, account unlocks, and initial request intake adhering to security policies.\nProvide first-level resolution using established troubleshooting methods and knowledge articles.\nEscalate incidents to next-level support (internal CBP teams and third-party vendors) via ticket transfer and warm transfer of calls.\nMonitor and communicate ticket status to internal or external customers.\nIdentify and escalate potential major incidents affecting multiple end users.\nParticipate in major incident bridge calls and communicate customer impact.\nHandle Sensitive VIP customer contacts with timely, accurate escalation and follow-up.\nVerify ACE portal accessibility after maintenance events.\nAbility to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.\nSupport ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement.\nOther duties as assigned.\nQualifications\nHigh school diploma or GED equivalent.\n1+ year of IT Help Desk or Technical Customer Support experience.\nMust be available to support rotating shift, 24x7x365 coverage required. \nU.S. Citizenship required; must pass CBP Background Investigation (BI).\nPreferred Qualifications:\nBachelor’s degree in Business Administration, Information Technology, or related field preferred. \nCompTIA A+ or similar IT certification.\nBilingual (English/Spanish) preferred, specific vacancies may require bilingual abilities \nMust be available to support rotating shift, 24x7x365 coverage required.\nHDI Customer Service Representative or Support Center Analyst certification.\nExperience with ServiceNow ITSM platform.\nExperience with VPN troubleshooting (Global Protect, Zscaler).\nExperience with ACE (Automated Commercial Environment) system.\nExperience supporting Trade/PGA customers. \nPrior federal government or CBP help desk experience.\nExperience with Amazon Connect or similar ACD system.\nKnowledge, Skills and Abilities:\nWorking knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking.\nExpertise in various tools like Microsoft Project, ServiceNow and Amazon Connect.\nAbility to manage multiple tickets, meeting SLA commitments, and maintaining accurate documentation.\nAbility to identify and resolve IT issues quickly, following escalation protocol.\nAbility to work with internal teams and other agencies to resolve cross-functional IT needs\nAbility to support rotating shift, 24x7x365 coverage required. \nAbility to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.\nAbility to analyze customer feedback and performance metrics to drive continuous improvement.\nExcellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.\nProven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.\nStrong written and verbal communication skills for technical documentation and stakeholder coordination.\nExcellent communication, leadership, and project management skills.\nAbility to work effectively in cross-functional teams and under senior analyst guidance.\nAbility to meet minimum clearance requirements.\nAbility to work nights, weekends, and holidays as required.\nAbility to travel 10%.\nHow you’ll grow\nAt Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.\nWe offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.\nBenefits\nAt Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.\nLearn more about what working at Chenega MIOS can mean for you.\nChenega MIOS’s culture\nOur positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.\nCorporate citizenship\nChenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.\nLearn more about Chenega’s impact on the world.\nChenega MIOS News- https://chenegamios.com/news/\nTips from your Talent Acquisition Team\nWe want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:\nChenega MIOS web site - www.chenegamios.com\nGlassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm\nLinkedIn - https://www.linkedin.com/company/1472684/\nFacebook - https://www.facebook.com/chenegamios/\n#Chronos Operations, LLC\nTeleworking Permitted?\nYesTeleworking Details\nRemote within 1 hour of commute to site location.Estimated Salary/Wage\n Up to USD $17.00/Hr.","description_format":"text","description_chars":7811,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":true},{"language":"English","level":"All levels","optional":true}]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-26T01:01:17Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.361,"p_room":0.35,"age_days":19,"expected_fill_days":7,"reasons":["conf:2","wave","velocity","win:tail","comp:junior,brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":34000,"is_top_pay":false},"html_url":"https://alion.io/job/chenega-help-desk-specialist","json_url":"https://alion.io/job/chenega-help-desk-specialist.json","meta":{"generated_at":"2026-10-15T23:47:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":35947,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2131546},"rest":"https://alion.io/mcp/rest/get_company?id=2131546"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fchenega-help-desk-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fchenega-help-desk-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fchenega-help-desk-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/chenega-help-desk-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fchenega-help-desk-specialist"}]}