Provide 24/7 Tier II technical support for the Automated Commercial Environment (ACE) system to a large user community. Manage user account processes, resolve technical tickets, and maintain documentation to ensure compliance and operational efficiency.
Provide 24/7 Tier II technical support for the Automated Commercial Environment (ACE) system to a large user community. Manage user accounts, resolve technical tickets, and maintain documentation to ensure compliance and operational efficiency.
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 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, 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 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 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 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 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.
