Tier I Systems Support Specialist (On-Site)

Job Description

Job Description

The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, IL, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY

Location: Government facility in the DC Metropolitan area

Are you ready to make a meaningful impact supporting the U.S. Customs and Border Protection (CBP)? We're seeking an experienced and skilled Tier I Systems Support Specialist to ensure smooth, secure access to critical applications.

Position Description: The Tier I Systems Support Specialist provides the first level of system support to external users utilizing CBP applications.

Minimum/General Experience: 1-2 years of experience providing user technical support and troubleshooting

Minimum Education: High School diploma

Essential Skills/Qualifications:

• Experience answering calls and providing first level technical support to users
• Experience troubleshooting and resolving user issues
• Experience creating and escalating user support tickets
• Experience monitoring and documenting ticket progress
• Ability to follow established and documented troubleshooting methods
• Experience using ticketing systems (e.g., ServiceNow)
• Experience utilizing service management tools (e.g., Remedy)
• Ability to support an operational 24x7x365 environment 
• Ability to provide bilingual (English and Spanish) support 
• Excellent oral and written communication skills  

General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment. 

• Assignment Location - Government facility in the DC Metropolitan Area.
• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. 
• Typing, communicating, repetitive motions. 
• Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting. 
• Inside environmental conditions with protection from outside elements. 

Security: Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI)

• U.S. Citizenship

Pre-Screening Consists of a review of up to but not limited to:

• Criminal history check - no felony convictions within the past 36 months
• Drug screening
• Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months
• Financial check - bankruptcy and tax liens within the last 7-10 years

CBP Background Investigation Consists of a review of up to but not limited to:

• Credit check
• Criminal history check
• Records check to verify citizenship of family members
• Verification of date of birth
• Education verification
• Employment history verification
• Military history verification
• Interviews with subject, peers, spouse, former spouse(s), neighbors
• Residency verification
• Public records check - bankruptcies, divorces, criminal and/or civil litigation

Tasks/activities include, but are not limited to:

• Answers and responds to incoming calls via the external Technology Service Desk (TSD) number
• Answers and responds to emails and self-service tickets from customers
• Records all technology incidents and service requests in the appropriate service management tool (e.g., Remedy)
• Documents actions performed by Tier I and provides additional information required by the next level of support
• Provides initial investigation, triage, and troubleshooting support for web-based and client-based CBP proprietary systems and applications
• Performs request intake for incidents and provides resolutions utilizing approved troubleshooting methods
• Identifies customer identity using approved government tools
• Escalates incidents to the appropriate level of technical support for internal CBP support teams and vendor support
• Monitors the progress of tickets and provides updated statuses to customers
• Participates in Automation Commercial Environment (ACE) priority bridge calls
• Participates in root cause analysis calls
• Participates in necessary status calls to support day-to-day project activities
• Verifies and validates that the ACE portal is accessible to users (e.g., fully operational) and meets performance specifications, using all ACE portal environments (e.g., Production and Training and Certification (T&C))
• Works with help desk specialists to conduct timely and consistent ACE validations post-maintenance
• Provides 24x7x365 TSD Operations and Maintenance (O&M) support services to the ACE Program and Project Offices
• Provides 24x7x365 bilingual (Spanish and English) support for ACE related to trade facilitation, trade compliance, and trade enforcement

Compensation & Benefits: The annual projected pay range for this position is $45,481.00 - $67,176.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location.

Oxley Enterprises, Inc. offers a full array of benefits including:

• Medical, dental, vision and prescription drug coverage for you and your family.
• Life Insurance, short-term disability and long-term disability paid for by the Company.
• Supplemental coverages including Accident, Critical Illness, and Hospital.
• Additional Life insurance coverage for you and your dependents.
• 401k plan with various options to select based on your retirement goals.

Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 for 2016, 2017, 2018, 2021, 2023, and 2024. Oxley is a 2019, 2020, 2021, 2022, 2023, and 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.

All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law.

If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information:

Subject Line: Accommodation Request

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We participate in the E-Verify program. http://www.dhs.gov/E-Verify