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 – External) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for external customers, including Participating Government Agencies (PGAs) and the Trade community (importers/exporters). The position provides first‑level technical and functional support for CBP external‑facing systems, including the Automated Commercial Environment (ACE). The ideal candidate demonstrates strong customer service skills and comfort supporting external stakeholders in a mission‑critical environment. What You'll Do - Serve as the Tier 1 customer support Point of Contact for external CBP customers, including PGAs and Trade users, via the external 866 support line. - Respond to incoming incidents, service requests, and inquiries via phone, live agent chat, self‑service tickets, and email. - Provide support for ACE‑related inquiries, including trade facilitation, compliance, and enforcement topics. - Deliver 24x7x365 bilingual (English/Spanish) support for ACE‑related Trade inquiries. - Accurately log and document all incidents and service requests in ServiceNow, including actions taken and information required for next‑level support. - Perform initial investigation, triage, troubleshooting, resolution, and escalation for external‑facing CBP applications. - Escalate incidents to Tier 2 or Tier 3 support teams using ticket transfer and warm‑call transfer methods. - Monitor ticket status and proactively communicate updates and resolution progress to external customers. - Handle sensitive or VIP customer contacts with timely, accurate escalation and follow‑up. - Support both Internal and External Tier 1 operations as required; 23% of Task 2 effort is allocated to External support in accordance with contract requirements. 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, and web‑based applications. - Strong customer service and communication skills, both verbal and written. - 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 - Bilingual English/Spanish proficiency strongly preferred. - CompTIA A+ or similar entry‑level IT certification. - HDI Customer Service Representative (CSR) certification. - Experience supporting the Automated Commercial Environment (ACE). - Experience assisting Trade or Participating Government Agency (PGA) customers. - Prior federal government or CBP help desk experience. Why Join Aretec - Support CBP's external mission partners and national trade operations. - Gain experience supporting enterprise‑scale federal and trade‑facing systems. - Work in a high‑impact, customer‑facing environment supporting border and trade missions. - 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.

Develop strategic partnerships with customers, provide technical thought leadership, and create comprehensive technology roadmaps to align with customer goals, ensuring high satisfaction and driving technology adoption for business success.

• Partner with customers on strategic opportunities • Innovate and design solutions • Drive repeatability and scale • Influence the product roadmap • Be a thought leader

Work with a Top 20 CPA and advisory firm that Accounts for Anything. Aprio has 40 U.S. office locations, as well as international office locations and more than 3,200 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them. Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio. Join Aprio's Corporate M&A team and you will help clients maximize their opportunities. Aprio is a progressive, fast-growing firm looking for a Senior Audit Associate | Caseware Technologist to join their dynamic team. The Senior Audit Associate will oversee the assurance conversion process for mergers & acquisitions and new client onboarding, specifically the creation of Caseware binders and Caseview financial statements. Reporting to the Conversion Manager, the Conversion/Onboarding Senior will work closely with newly acquired firms, our Philippines conversion team, and firm leadership. They will ensure that conversion/onboarding activities are completed in a timely manner through releasing the completed conversion binder and financial statement documents to the engagement teams. Position Responsibilities: - Coordinate Caseware file conversions, monitor progress of conversion team, assist with complex Caseview financial statement set up  - Advise conversion team on Caseware/Caseview best practices to aid in improving efficiency of the conversion process and to ensure accurate file set up  - Work closely with engagement teams to ensure deadlines are met  - Work directly with the Assurance Manager/Caseware Technologist to ensure timely escalation as needed  - Assist in coordinating conversion efforts including gathering information, compiling reports, coordinating meetings and ensuring that all necessary data is collected for multiple conversions simultaneously  - Assist with additional Caseware/Caseview projects for the firm, as needed  - Think on your feet and effectively solve problems if/when roadblocks and escalations emerge  Qualifications: - Bachelor's degree in accounting, CPA preferred but not required  - 3 years of financial statement preparation experience  - Supervisory experience leading a team is a plus, but not required - Strong familiarity with Caseware and Caseview software  - Proficiency in Microsoft Office Suite  - Proven ability to solve problems creatively   - Demonstrated ability to prioritize in a fast-paced environment   - Excellent analytical skills   - Exceptional interpersonal skills and extremely resourceful   - Proven ability to complete projects according to outlined scope and timeline  $75,000 - $100,000 a year The salary range for this opportunity is stated above. As such, an actual salary may fall closer to one or the other end of the range, and in certain circumstances, may wind up being outside of the listed salary range. The application window is anticipated to close on June 21, 2026, and may be extended as needed. Why work for Aprio: Whether you are just starting out, looking to advance into management or searching for your next leadership role, Aprio offers an opportunity to grow with a future-focused, innovative firm. Perks/Benefits we offer for full-time team members: - Medical, Dental, and Vision Insurance on the first day of employment - Flexible Spending Account and Dependent Care Account - 401k with Profit Sharing - 9+ holidays and discretionary time off structure - Parental Leave – coverage for both primary and secondary caregivers - Tuition Assistance Program and CPA support program with cash incentive upon completion - Discretionary incentive compensation based on firm, group and individual performance - Incentive compensation related to origination of new client sales - Top rated wellness program - Flexible working environment including remote and hybrid options What’s in it for you: - Working with an industry leader: Be part of a high-growth firm that is passionate for what’s next. - An awesome culture: Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience. We call it the Aprio Way. This shared mindset creates lasting relationships between team members and with clients. - A great team: Work with a high-energy, passionate, caring and ambitious team of professionals in a collaborative culture. - Entrepreneurship: Have the freedom to innovate and bring your ideas to help us grow to become the CPA firm of choice nationally. - Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement. - Competitive compensation: You will be rewarded with competitive compensation, industry-leading benefits and a flexible work environment to enjoy work/life balance. EQUAL OPPORTUNITY EMPLOYER Aprio is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex; pregnancy; sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law. Aprio, LLP and Aprio Advisory Group, LLC, operate in an alternative business structure, with Aprio Advisory Group, LLC providing non-attest tax and consulting services, and Aprio, LLP providing CPA firm services.