• Partner with client executive stakeholders to scope and plan large-scale legacy modernization initiatives. • Lead the technical decomposition of complex, multi-phase transaction systems. • Lead the process of analyzing extractable processes and dependencies to build incremental value realization plans. • Collaborate with client Security, Networking and Data leadership teams for secure, reliable and scalable approaches. • Ensure system designs prevent technical debt while accelerating development velocity through AI-driven agentic workflows. • Collaborate with client CXO team to champion technical workforce transformation from legacy to modern systems. • Ensure all production releases are thoroughly tested and make recommendations on when each release should go live.

• Serve as the primary point of contact for Helpdesk support which assists users with application functionality, account and role access, workflow processes, security permissions, and network connectivity. • Perform initial triage and basic troubleshooting of incoming requests, while coordinating Helpdesk operations by assessing priorities, documenting issues, and assigning or routing tickets to appropriate technical staff for resolution. • Provide Helpdesk support to end users through email, telephone, instant messaging, and other approved communication channels. • Provide technical support for Commercial Off-The-Shelf (COTS) and Government Off-The-Shelf (GOTS) applications utilized by the organization. • Develop, document, and maintain Helpdesk procedures, knowledge base articles, installation guides, training materials, and support documentation. • Log, track, update, and manage all support requests within the organization's ticket management system, ensuring accurate documentation and timely resolution. • Monitor ticket queues and prepare status reports to provide visibility into support activities, issue trends, and resolution progress. • Prioritize incidents and service requests based on severity, business impact, number of affected users, and client requirements to ensure timely response and resolution. • Provide user training and guidance on new and existing applications and system functionality as needed. • Provide occasional after-hours support to address critical issues, maintenance activities, or client operational requirements.

Role Description Chronos Operations, LLC is seeking a Help Desk Specialist I (Tier 1) 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 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. - 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 skill sharpening. - Supportive culture that encourages team members to do their best work. - Well-being programs and flexibility for a healthy work-life balance. - Focus on education, giving, skill-based volunteerism, and leadership for positive social impact.

Role Description Chronos Operations, LLC is seeking a Help Desk Specialist II 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. - Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm-transferred telephone call. - Perform advanced (second-level) remote troubleshooting for: - Mobile device issues, including CBP's mobile service environment (AirWatch) - Email and Microsoft Outlook accounts and functionality - Personal Identity Verification (PIV) card access to CBP systems - Remote VPN access (Global Protect and Zscaler) - Remote access using DHS Workplace (WaaS) - Microsoft Office products - Windows and Active Directory - Remote software installations - Resolve >=90% of tickets assigned to Tier II (AQL target). - Process >=90% of tickets within 4 hours (resolved or escalated to next level). - Answer >=80% of transferred calls/chats within 60 seconds. - Escalate incidents to next-level support (internal CBP teams and third-party vendors). - Perform remote installation and troubleshooting of workstations, peripherals (desktops, laptops, tablets, printers, scanners, cameras). - Install approved software using Government-provided tools. - 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 technical support experience with Tier II-level troubleshooting. - Experience with VPN technologies, remote access tools, and PIV/smart card authentication. - Must be available to support rotating shift, 24x7x365 coverage required. - U.S. Citizenship required; must 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 - CompTIA A+, Network+, or Security+ certification. - HDI Desktop Support Technician certification. - Experience with AirWatch/Workspace ONE MDM. - Experience with Global Protect VPN and Zscaler. - Experience with the ServiceNow ITSM platform. - Prior federal government or CBP Tier II support experience. - ITIL Foundation certification. Benefits - Opportunities for professional development and career growth. - Well-being programs and a supportive culture. - Flexibility to make daily choices for a healthy work-life balance. - Focus on education, giving, skill-based volunteerism, and leadership.