Role Description Chronos Operations, LLC is seeking a Help Desk Specialist I (Tier 1 - Bilingual) 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. - Serve as a 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for all CBP employees and contractors or Participating Government Agencies (PGA) and Trade (importers/exporters) via the external 866 number. - Answer and respond to incoming requests, incidents, and questions via internal 800 number or external 866 number, live agent chat, self-service tickets, and emails. - Record all technology incidents/service requests in ServiceNow, documenting all actions performed and information required for next-level support. - Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for: - Web-based and client-based CBP applications - Email/messaging - Mobile devices - Hardware (printers, desktops, laptops, etc.) - Network connectivity - Workstation login and PIV card issues - Remote VPN/DHS Workplace connectivity - Perform password resets, account unlocks, and initial request intake, adhering to security policies. - Provide first-level resolution using established troubleshooting methods and knowledge articles. - Escalate incidents to next-level support (internal CBP teams and third-party vendors) via ticket transfer and warm transfer of calls. - Monitor and communicate ticket status to internal or external customers. - Identify and escalate potential major incidents affecting multiple end users. - Participate in major incident bridge calls and communicate customer impact. - Handle Sensitive VIP customer contacts with timely, accurate escalation and follow-up. - Verify ACE portal accessibility after maintenance events. - Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. - Support ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement. - Other duties as assigned. Qualifications - High school diploma or equivalent. - 1+ year of IT help desk or technical customer support experience. - Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking. - Bilingual (English/Spanish) required. - Must be available to support rotating shift, 24x7x365 coverage required. - U.S. Citizenship required; must pass CBP Background Investigation (BI). Requirements - Bachelor’s degree in Business Administration, Information Technology, or related field preferred. - Experience may be used in lieu of education. - CompTIA A+ or similar IT certification. - HDI Customer Service Representative or Support Center Analyst certification. - Experience with the ServiceNow ITSM platform. - Experience with VPN troubleshooting (Global Protect, Zscaler). - Experience with the ACE (Automated Commercial Environment) system. - Experience supporting Trade/PGA customers. - Prior federal government or CBP help desk experience. - Experience with Amazon Connect or a similar ACD system. Benefits - Opportunities for professional development and career growth. - Supportive culture that encourages team members to do their best work. - Well-being programs and flexibility for healthy work-life balance. - Focus on education, giving, skill-based volunteerism, and leadership for positive social impact.

Role Description Chronos Operations, LLC is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) Bilingual to support the Automated Commercial Environment (ACE) Account Service Desk under the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role provides Tier II support to a large external user community, including Trade, Participating Government Agencies (PGAs), and CBP personnel, supporting trade facilitation, compliance, and enforcement operations. - Provide 24x7x365 Tier II support for the Automated Commercial Environment (ACE) Account Service Desk (ASD). - Support over 100,000 active users comprised of Trade, PGA, and CBP clients on trade facilitation, compliance, and enforcement. - Answer and respond to incoming calls and emails pertaining to ACE technical questions and the operation of the ACE cargo processing system. - Provide 24x7x365 bilingual (English/Spanish) support to the trade user community. - Support ACE Portal Account business processes: user enrollment, account activation, and account management for CBP and Trade communities. - Maintain documents (Welcome Letters and guidance documentation) supporting user enrollment and activation. - Support end users (Trade, CBP, PGA) in the use of ACE Portal functionality, including ACE Reports. - Resolve >=90% of tickets assigned to Tier II (AQL target). - Process >=90% of tickets within 4 hours. - Achieve >=90% quality score on reviewed interactions. - Update ASD SOPs as requested. - Contribute to TSD Knowledge Management effort: submit, create, update, and review KMS documentation. - Attend periodic ACE training sessions to maintain proficiency. - Respond to urgent priority requests, including ACE Command Center/War Room problem resolution. - Assist OIT in assessing cybersecurity risks; perform timely inactivation/restoration of ACE Portal accounts as directed. - Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. - Other duties as assigned. Qualifications - High school diploma or equivalent. - 2+ years of IT help desk or customer support experience. - Must have Knowledge of trade compliance processes or web-based portal support. - Bilingual (English/Spanish) required. - Must be available to support rotating shift, 24x7x365 coverage required. - U.S. Citizenship required; must be able to pass CBP Background Investigation (BI). Requirements - Associate's degree in Business Administration, Information Technology, or related field preferred. - Experience may be used in lieu of education. - Experience with the ACE (Automated Commercial Environment) system. - Knowledge of CBP trade facilitation and compliance processes. - Experience with the ServiceNow ITSM platform. - HDI Customer Service Representative or Support Center Analyst certification. - Prior CBP or DHS experience. - Knowledge of import/export trade processes. Benefits - Opportunities for professional development and growth. - Supportive culture that encourages team members to do their best work. - Well-being programs and flexibility for a healthy work-life balance. - Focus on corporate citizenship and positive social impact.

Role Description Chronos Operations, LLC is seeking an ACE ASD Shift Supervisor to provide real-time supervisory oversight for the ACE Account Service Desk (ASD) under the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role ensures ASD service levels, quality standards, and resolution targets are met while coordinating bilingual coverage and serving as a key liaison between ASD agents, Tier 1 operations, and ACE stakeholders. - Provide real-time supervisory oversight of ACE Account Service Desk (ASD) agents during assigned shift. - Monitor ASD ticket processing to ensure >=90% resolved or escalated within 4 hours. - Ensure >=90% ASD resolution rate and >=90% quality score. - Coordinate with Tier 1 supervisors on ACE-related escalation flow. - Manage bilingual (English/Spanish) coverage for the Trade user community. - Track and report ASD metrics for monthly reporting. - Support preparation of the Monthly ASD Report. - Provide coaching and guidance to ASD agents. - Coordinate with ACE stakeholders on system changes, maintenance windows, and training. - Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. - Other duties as assigned. Qualifications - High school diploma or equivalent. - 2+ years of IT help desk or customer support experience. - 1+ year of supervisory or team lead experience. - Experience with ACE system and trade processes. - Must be available to support rotating shift, 24x7x365 coverage required. - U.S. Citizenship required; must be able to pass CBP Background Investigation (BI). Requirements - Associate's degree in Business Administration, Information Technology or related field preferred. - Experience may be used in lieu of education. - Bilingual (English/Spanish) preferred. - HDI Support Center Team Lead certification. - Prior CBP or DHS supervisory experience. - Experience with ServiceNow. Benefits - Opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. - On-the-job learning experiences and formal development programs. - Positive and supportive culture encouraging team members to do their best work every day. - Well-being programs and flexibility to make daily choices for a healthy, centered, and confident life. - Focus on education, giving, skill-based volunteerism, and leadership to drive positive social impact in communities.

Role Description Schedules outpatient Imaging and Cardiopulmonary testing in a timely and efficient manner. Works with providers, clinical staff and technologists to obtain complete orders and schedule correct procedures. Verifies patient demographics and Insurance details to create Pre-Registration Encounters for all Scheduled Procedures. - Accurate and timely scheduling of Outpatient Imaging and Cardiopulmonary procedures. - Considers preparation instructions, provider request and patient preferences when selecting location date and time for the appointment. - Follows Scheduling and Insurance Guidelines. - Responsible for answering incoming phone calls, taking complete messages, prioritizing and redirecting calls appropriately. - Obtains complete orders prior to scheduling. - Works closely with clinic staff, providers and technologists to ensure demographic and insurance information is up to date, orders are accurate and diagnosis codes support medical necessity. - Creates complete and accurate Pre-Registration accounts for all scheduled appointments. - Uses scheduling request lists to make outgoing calls to patients as orders come in. - Documents contact attempts and selects appropriate dates for follow up calls. - Enters clear comments for tracking and communication with staff and providers. - Follows reminder call procedures. - Provides patients with complete preparation instructions, education, directions, and check in times. - Addresses or redirects patient questions appropriately. - Responsible for coordinating with other staff members and schedulers when out of the office to ensure scheduling activity continues seamlessly. This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job. Qualifications - Previous admitting or clerical experience preferred. - Working knowledge of medical terminology preferred. Requirements - Experience: Previous admitting or clerical experience preferred. - Education: N/A - License(s) and Certification(s): N/A Benefits - Competitive Wages & Family Benefits: - Competitive wages - Parental leave (4 weeks paid) - Housing programs - Childcare reimbursement - Comprehensive Health Benefits: - Medical - Dental - Vision - Educational Programs: - Tuition Assistance - Existing Student Loan Repayment - Specialty Certification Reimbursement - Annual Supplemental Educational Funds - Paid Time Off: - Up to five weeks in your first year of employment and continues to grow each year. - Retirement & Supplemental Insurance: - 403(b) Retirement plan with immediate matching - Life insurance - Short and long-term disability - Recreation Benefits, Wellness & More: - Up to $1,000 annual wellbeing reimbursement - Recreation discounts - Pet insurance - Pay is based upon relevant education and experience per hour. - Hourly Pay: $21.32 — $25.40 USD