Provide 24x7x365 Tier II technical support for the Automated Commercial Environment (ACE) system to a large user community. Manage user account processes, resolve technical tickets, and contribute to knowledge management documentation.
Provide 24x7x365 Tier II technical support for the Automated Commercial Environment (ACE) system to a large user community. Manage user accounts, resolve technical tickets, and contribute to knowledge management documentation.
The Help Desk Supervisor provides real-time oversight for Tier I, II, and ACE operations to ensure service levels and quality standards are met. They act as a liaison between frontline staff and leadership while managing performance metrics, incident escalations, and equipment accountability.
The Help Desk Supervisor provides real-time oversight for Tier I, II, and ACE operations to ensure service levels and quality standards are met. They act as a liaison between frontline staff and leadership while managing incident escalations and equipment coordination.
The Help Desk Supervisor provides real-time oversight for Tier I, II, and ACE operations to ensure service levels and quality standards are met. They act as a liaison between frontline staff and leadership while managing performance metrics, coaching agents, and handling equipment logistics.
The Help Desk Specialist serves as a 24x7x365 centralized point of contact for CBP employees and contractors, providing first-level technical support and customer service. Responsibilities include investigating, troubleshooting, and resolving technology incidents while documenting all actions within the ServiceNow platform.
The Help Desk Specialist serves as a 24x7x365 centralized point of contact for CBP employees and contractors, providing Tier 1 technical support and customer service. Responsibilities include documenting incidents in ServiceNow, performing initial troubleshooting for hardware and software, and escalating complex issues to next-level support.
The Help Desk Specialist serves as a 24/7 centralized point of contact for CBP employees and contractors, providing first-level technical support and incident resolution. Responsibilities include documenting all service requests in ServiceNow, performing initial troubleshooting for hardware and software issues, and escalating complex incidents to next-level support teams.
The Help Desk Specialist serves as a 24x7x365 point of contact for CBP employees and contractors, providing first-level technical support and incident resolution. They are responsible for documenting all service requests in ServiceNow and escalating complex issues to the appropriate internal or third-party teams.
