Help Desk Specialist I (Tier 1 Agent – Internal) CBP Technology Service Desk (TSD) Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within commuting distance of one location) Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays) Employment Type: Full‑time Clearance Requirement: CBP Background Investigation (Unclassified) About Aretec At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data‑driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that support mission success. Position Summary Aretec is seeking a Help Desk Specialist I (Tier 1 Agent – Internal) 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. The ideal candidate is customer‑focused, technically capable, and comfortable working in a fast‑paced, mission‑critical environment. What You'll Do - Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment. - Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self‑service tickets, and email. - Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next‑level support. - Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to: - CBP web‑based and client‑based applications - Email and messaging systems - Mobile devices - Hardware (printers, desktops, laptops, peripherals) - Network connectivity - Workstation login and PIV card issues - Remote access, VPN, and DHS Workplace connectivity - Perform password resets, account unlocks, and initial request intake in compliance with security policies. - Provide first‑call resolution using established troubleshooting techniques and approved knowledge articles. - Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third‑party vendors, using ticket transfer and warm‑call transfer methods. - Monitor ticket status and proactively communicate updates and resolution progress to customers. - Identify and escalate potential major incidents affecting multiple users. - Participate in major incident bridge calls and communicate customer impact as required. - Handle sensitive or VIP customer contacts with timely, accurate escalation and follow‑up. - Verify ACE Portal accessibility following scheduled maintenance or outage events. Required Qualifications - High school diploma or equivalent. - Minimum 1 year of experience providing IT help desk, service desk, or technical customer support. - Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts. - Strong customer service skills with clear and professional verbal and written communication. - Ability to work rotating shifts, including nights, weekends, and holidays. - Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI). Preferred Qualifications - CompTIA A+ or similar entry‑level IT certification. - HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) certification. - Experience using the ServiceNow ITSM platform. - Experience troubleshooting VPN solutions such as GlobalProtect or Zscaler. - Prior federal government or CBP help desk experience. - Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems. Why Join Aretec - Support a high‑visibility, mission‑critical CBP operational environment. - Gain experience supporting enterprise‑scale federal IT systems. - Opportunities for growth within service desk, operations, quality, training, and program management career paths. - Competitive compensation and benefits, including: - Health, Dental, and Vision Insurance - 401(k) with Employer Match - Paid Time Off and Holidays - Training and Certification Support Equal Opportunity Employer Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status

Help Desk Specialist II (Tier 2 – Advanced Support) CBP Technology Service Desk (TSD) Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within commuting distance of one location) Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays) Employment Type: Full‑time Clearance Requirement: CBP Background Investigation (Unclassified) Position Summary Aretec is seeking a Help Desk Specialist II (Tier 2 – Advanced Support) to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers second‑level troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's mission‑critical IT environment. The ideal candidate brings strong technical depth, excellent problem‑solving skills, and experience supporting enterprise‑scale systems. What You'll Do - Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warm‑transferred calls. - Perform advanced remote troubleshooting for: - Mobile devices and CBP mobile service environment (AirWatch/Workspace ONE) - Email services and Microsoft Outlook - Personal Identity Verification (PIV) card authentication - Remote VPN access (GlobalProtect and Zscaler) - Remote access via DHS Workplace (WaaS) - Microsoft Office products - Windows OS and Active Directory - Remote software installations - Resolve ≥90% of tickets assigned to Tier II in alignment with AQL targets. - Process ≥90% of Tier II tickets within 4 hours (resolved or escalated). - Answer ≥80% of transferred calls and chats within 60 seconds. - Escalate incidents to next‑level support teams, including internal CBP groups and third‑party vendors, as required. - Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras. - Install approved software using Government‑provided tools and processes. Required Qualifications - High school diploma or equivalent; Associate's degree in IT preferred. - Minimum 2 years of experience providing IT help desk or technical support with Tier II‑level troubleshooting. - Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM). - Experience supporting VPN technologies, remote access tools, and PIV/smart card authentication. - Ability to work rotating shifts, including nights, weekends, and holidays. - Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI). Preferred Qualifications - CompTIA A+, Network+, or Security+ certification. - HDI Desktop Support Technician certification. - Experience with AirWatch/Workspace ONE MDM. - Experience with GlobalProtect VPN and Zscaler. - Experience using the ServiceNow ITSM platform. - Prior federal government or CBP Tier II support experience. - ITIL Foundation certification. Equal Opportunity Employer Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

Provide heritage advice and approvals for diverse projects, deliver across various sectors, investigate heritage matters, and maintain client relationships. Support team skill development through mentorship.

Company : Highmark Inc.Job Description : JOB SUMMARY This job will deliver value to the Health Plan, and its beneficiaries enrolled in Risk Adjusted government programs such as Medicare Advantage (MA) and Affordable Care Act (ACA), using skills including but not limited to Hierarchical Condition Category (HCC) Coding, medical coding, clinical terminology and anatomy/physiology, Centers for Medicare and Medicaid Services (CMS) coding guidelines, and Risk Adjustment Data Validation (RADV) Audits. Works closely with physicians, team members, Quality, Compliance, partners at Enterprise and leadership to identify and deliver high quality and accurate risk adjustment coding. Supports all Remote Patient Monitoring (RPM) risk adjustment projects to comply with all CMS requirements by analyzing physician documentation and interpreting into ICD10 diagnoses and HCC disease categories. Supports other key objectives to drive capture of correct Risk Adjustment coding including documentation improvement, provider education, analyzing reports, and identifying process improvements. ESSENTIAL RESPONSIBILITIES - Performs HCC coding on projects for MA, ACA, and End Stage Renal Disease (ESRD). Flexes between coding projects, including Retro and Prospective, with different MA, ESRD, and ACA HCC Models; works independently in various coding applications and electronic medical record systems to support departmental goals. Adheres to CMS Guidelines for Coding and Highmark’s Policy and Procedures to guide HCC coding decision making. Maintains RPM coding accuracy and productivity requirements. - Assists with Regulatory Audits by performing first coding review and ranking of charts. Build partnerships and work within coding teams and internal partners critical to HCC coding. - Participates on ad-hoc projects per the direction of Leadership to address the needs of the department. Provides recommendations for process improvements and efficiencies. - Engages in RPM Coding educational meetings and annual coding Summit. - Other duties as assigned. EDUCATION Required - None Substitutions - None Preferred - Associate degree in medical billing/coding, health insurance, healthcare or related field preferred. EXPERIENCE Required - 3 years HCC coding and/or coding and billing Preferred - 5 years HCC coding and/or coding and billing LICENSES or CERTIFICATIONS Required (any of the following) - Certified Professional Coder (CPC) - Certified Risk Coder (CRC) - Certified Coding Specialist (CCS) - Registered Health Information Technician (RHIT) Preferred - None SKILLS - Critical Thinking - Attention to Detail - Written and Oral Presentation Skills - Written Communications - Communication Skills - HCC Coding - MS Word, Excel, Outlook, PowerPoint - Microsoft Office Suite Proficient/ - MS365 & Teams Language (Other than English): None Travel Requirement: 0% - 25% PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS Position Type Remote Office-based Teaches / trains others regularly Occasionally Travel regularly from the office to various work sites or from site-to-site Occasionally Works primarily out-of-the office selling products/services (sales employees) Never Physical work site required No Lifting: up to 10 pounds Constantly Lifting: 10 to 25 pounds Occasionally Lifting: 25 to 50 pounds Rarely Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements. Pay Range Minimum: $27.02 Pay Range Maximum: $41.85 Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets. Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below. For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org California Consumer Privacy Act Employees, Contractors, and Applicants Notice