Service Desk Technician - Tier 1

Company Overview

At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com

Summary

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.

Responsibilities

• Serve 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.

Qualifications

• U.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 - 1-2 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.

EEO Statement

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.