onsite
Information Technology Specialist Customer Support - Customs and Border Protection
Software Engineer
Provide technical support for Customs and Border Protection systems, troubleshooting Windows and Linux environments, resolving network issues, and managing help desk tickets to ensure mission-critical operations run smoothly.
About the role
Key Responsibilities
- Respond to and resolve technical support requests from field and office users via phone, email, and remote tools.
- Diagnose and troubleshoot issues on Windows and Linux platforms, including hardware, software, and network connectivity.
- Maintain and update ticketing system records, ensuring accurate documentation and timely resolution.
- Collaborate with cross‑functional teams to implement system upgrades, patches, and security controls.
- Provide end‑user training and documentation to improve self‑service capabilities.
Requirements
- Minimum of 2 years of IT support experience in a federal or large enterprise environment.
- Strong knowledge of Windows and Linux operating systems, Active Directory, and networking fundamentals.
- Experience with help desk ticketing systems (e.g., ServiceNow, Remedy).
- Excellent communication skills and a customer‑focused attitude.
- Ability to work independently and as part of a team in a fast‑paced environment.