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ARETEC

<div>Tier I Shift Supervisor
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: Fulltime
Clearance Requirement: CBP Background Investigation (Unclassified)
At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, datadriven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and highimpact solutions that support mission success.
Position Summary
Aretec is seeking a Tier 1 Shift Supervisor to provide realtime supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier 1 operations. This role is responsible for ensuring service level objectives are met across all Tier 1 channels, providing onshift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts. The ideal candidate is an experienced contactcenter leader with strong operational awareness and a handson supervisory approach.
What You'll Do<ul><li>
Provide realtime supervisory oversight of Tier 1 agents during assigned shifts.</li><li>
Monitor agent availability, productivity, and contact volumes to ensure service delivery objectives are consistently met.</li><li>
Ensure 80% of calls and chats are answered within 60 seconds in accordance with Service Level AQL requirements.</li><li>
Ensure 90% of email and selfservice tickets are processed within a 12hour period.</li><li>
Monitor and drive First Contact Resolution (FCR) performance toward the 80% target.</li><li>
Identify and escalate operational events, including volume spikes and increased wait times, in accordance with the Operations Management SOP.</li><li>
Serve as the onshift liaison between Tier 1 agents and TSD leadership.</li><li>
Participate in major incident management activities and ensure timely escalation to the Enterprise Operations Center (EOC).</li><li>
Monitor and manage sensitive or VIP customer escalations.</li><li>
Support development and dissemination of alert messages related to outages and known issues.</li><li>
Provide realtime coaching and guidance to agents on call handling, troubleshooting techniques, and ticket documentation.</li><li>
Ensure at least one supervisor is on duty at all times across all locations to support 24x7 operations.</li></ul>
Required Qualifications<ul><li>
Minimum 2 years of experience in an IT help desk or service desk environment.</li><li>
Minimum 1 year of supervisory or team lead experience in a contact center or service desk setting.</li><li>
Strong verbal and written communication skills with the ability to lead and influence teams.</li><li>
Ability to work rotating shifts, including nights, weekends, and holidays.</li><li>
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).</li></ul>
Preferred Qualifications<ul><li>
HDI Support Center Team Lead or similar certification.</li><li>
ITIL Foundation certification.</li><li>
Experience using ServiceNow and Amazon Connect.</li><li>
Prior CBP or federal government help desk experience.</li><li>
Bilingual (English/Spanish) proficiency preferred.</li></ul>
Why Join Aretec<ul><li>
Lead frontline operations supporting a missioncritical CBP environment.</li><li>
Play a key role in maintaining service levels and customer satisfaction.</li><li>
Work closely with operations leadership and enterprise stakeholders.</li><li>
Competitive compensation and benefits, including:</li><li>
Health, Dental, and Vision Insurance</li><li>
401(k) with Employer Match</li><li>
Paid Time Off and Holidays</li><li>
Training and Certification Support</li></ul>
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.</div>

Tier I Shift Supervisor

<div>Tier 2 Shift Supervisor (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: Fulltime
Clearance Requirement: CBP Background Investigation (Unclassified)
Position Summary
Aretec is seeking a Tier 2 Shift Supervisor (Advanced Support) to provide realtime supervisory oversight for Tier II operations supporting the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for ensuring Tier II service levels, quality targets, and resolution objectives are met, while providing technical guidance and leadership to Advanced Support agents. The ideal candidate brings strong technical depth, operational discipline, and proven supervisory experience in a 24x7 service desk environment.
What You'll Do<ul><li>
Provide realtime supervisory oversight of Tier II Advanced Support agents during assigned shifts.</li><li>
Monitor ticket queues and processing times to ensure 90% of tickets are resolved or escalated within 4 hours.</li><li>
Monitor service levels to ensure 80% of transferred calls and chats are answered within 60 seconds.</li><li>
Ensure a 90% Tier II resolution rate is consistently achieved.</li><li>
Track and enforce 90% quality scores on reviewed Tier II interactions.</li><li>
Coordinate closely with Tier 1 Shift Supervisors to manage escalation flow and warmtransfer processes.</li><li>
Escalate complex or unresolved issues to nextlevel CBP support teams and thirdparty vendors.</li><li>
Provide realtime coaching, mentoring, and technical guidance to Tier II agents.</li><li>
Report operational status, staffing issues, and performance risks to the Operations Manager.</li></ul>
Required Qualifications<ul><li>
Minimum 3 years of experience in IT help desk or technical support environments.</li><li>
Minimum 1 year of supervisory or team lead experience.</li><li>
Strong technical knowledge of Windows OS, Active Directory, VPN technologies, email systems, and mobile devices.</li><li>
Ability to work rotating shifts, including nights, weekends, and holidays.</li><li>
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).</li></ul>
Preferred Qualifications<ul><li>
HDI Support Center Team Lead certification.</li><li>
ITIL Foundation certification.</li><li>
CompTIA A+, Network+, or Security+ certification.</li><li>
Experience with ServiceNow and Amazon Connect.</li><li>
Prior CBP or DHS Tier II supervisory experience.</li></ul>
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.</div>

Tier II Shift Supervisor -Advanced Support

<div>Quality Control Lead / Project Manager I
CBP Technology Service Desk (TSD)
Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within commuting distance of one location)
Schedule: Day shift; flexibility required to support quality assurance across shifts
Employment Type: Fulltime
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, datadriven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and highimpact solutions that support mission success.
Position Summary
Aretec is seeking a Quality Control Lead / Project Manager I to lead quality assurance activities for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for developing and executing quality control processes that ensure consistently high levels of customer service, adherence to performance standards, and continuous service improvement across all TSD task areas. The ideal candidate is detailoriented, analytical, and experienced in service desk quality monitoring and performance evaluation.
What You'll Do<ul><li>
Develop, maintain, and enforce the Quality Control Standard Operating Procedure (SOP) detailing processes and procedures for delivering and sustaining highquality service desk operations.</li><li>
Monitor and ensure service desk staff provide polite, professional, and effective customer service across all interaction channels.</li><li>
Conduct quality monitoring and evaluations of calls, chats, emails, selfservice tickets, and major incident records in accordance with Addendum A scoring criteria.</li><li>
Ensure a minimum of 25 interactions are reviewed monthly for each task area, including Tier 1 Phone/Chat, Tier 1 Email/SelfService, Advanced Support, and ASD.</li><li>
Score interactions across four quality categories: Interaction, Support, Documentation, and Assignment/Resolution.</li><li>
Track, analyze, and report quality scores against the 90% Acceptable Quality Level (AQL) target.</li><li>
Identify performance trends and drive continual service improvement initiatives based on AQL analysis and customer feedback.</li><li>
Review and respond to customer satisfaction survey results and incorporate feedback into improvement plans.</li><li>
Investigate and remediate complaints from customers and internal/external support groups.</li><li>
Support the Process, Procedure, and Operations Deep Dive activities, including Phase 1 (Ticket Review/Findings) and Phase 3 (Evaluation).</li></ul>
Required Qualifications<ul><li>
Indepth knowledge of IT service desk and customer support best practices.</li><li>
Minimum 3 years of experience performing quality control or quality assurance functions in any professional environment.</li><li>
Strong analytical, reporting, and documentation skills, with attention to detail.</li><li>
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).</li></ul>
Preferred Qualifications<ul><li>
HDI Quality Assurance Reviewer or similar qualityfocused certification.</li><li>
ITIL Foundation certification.</li><li>
Experience using contact center quality monitoring tools and methodologies.</li><li>
Prior CBP or DHS quality control or service desk experience.</li><li>
Experience with ServiceNow reporting and analytics.</li><li>
Six Sigma or Lean process improvement experience.</li></ul>
Why Join Aretec<ul><li>
Play a critical role in ensuring service excellence on a missioncritical CBP program.</li><li>
Influence service quality, customer satisfaction, and continuous improvement outcomes.</li><li>
Collaborate closely with operations, training, and program management teams.</li><li>
Competitive compensation and a comprehensive benefits package, including:</li><li>
Health, Dental, and Vision Insurance</li><li>
401(k) with Employer Match</li><li>
Certification and Professional Development Support</li><li>
Paid Time Off and Holidays</li></ul>
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.</div>

Quality Control Lead / Project Manager I

<div>Operations Manager / Project Manager II
CBP Technology Service Desk (TSD)
Location: Ashburn, VA (National Capital Region) - Primarily remote (must reside within commuting distance)
Schedule: Day shift; oncall as needed for operational events
Employment Type: Fulltime
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, datadriven operations, and business optimization, helping federal agencies achieve their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and highimpact solutions that make a real difference.
Position Summary
Aretec is seeking an Operations Manager / Project Manager II to provide daytoday operational leadership for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role supports a largescale, multisite service desk operating across Ashburn, VA; Orlando, FL; and San Antonio, TX and works closely with the Program Manager to ensure consistent performance, staffing coverage, and service quality across all locations. The ideal candidate is a handson operations leader with strong service desk supervisory experience and a customerfocused mindset.
What You'll Do<ul><li>
Serve as the daytoday operations manager for CBP TSD operations across all supported locations.</li><li>
Continuously monitor call, chat, email, and ticket workflows and adjust staffing and assignments to mitigate impacts from volume spikes or staffing shortages.</li><li>
Ensure appropriate supervisory coverage across all shifts and locations.</li><li>
Identify and promptly report operational events, such as increased volumes or extended wait times, to the Government.</li><li>
Produce afteraction reports for operational events, including root cause analysis, mitigation actions taken, and recommendations for improvement.</li><li>
Ensure all work performed by contract personnel complies with established CBP TSD processes and procedures.</li><li>
Support the preparation and delivery of daily CIO reports, daily metrics briefings, and weekly performance reports.</li><li>
Support the Program Manager in all program management and operational oversight activities.</li><li>
Manage onboarding and offboarding of contract staff in compliance with CBP policies and procedures.</li></ul>
Required Qualifications<ul><li>
Minimum 3 years of supervisory experience in an IT service desk or technical support environment.</li><li>
Highly customerfocused, responsive, reliable, and detailoriented.</li><li>
Strong managerial, communication, organizational, and problemsolving skills.</li><li>
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).</li></ul>
Preferred Qualifications<ul><li>
ITIL v4 Foundation certification.</li><li>
HDI Support Center Manager (SCM) certification.</li><li>
Experience supporting 24x7 IT service desk operations.</li><li>
Prior CBP or DHS experience.</li><li>
Experience with ServiceNow and Amazon Connect.</li><li>
Experience managing a remote or hybrid workforce.</li></ul>
Why Join Aretec<ul><li>
Support a missioncritical federal program with nationallevel impact.</li><li>
Work closely with senior program leadership in a collaborative environment.</li><li>
Competitive compensation and a comprehensive benefits package, including:</li><li>
Health, Dental, and Vision Insurance</li><li>
401(k) with Employer Match</li><li>
Certification and Professional Development Support</li><li>
Paid Time Off and Holidays</li></ul>
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</div>

Operations Manager / Project Manager II

<div>Help Desk Specialist I (Tier 1 Agent &ndash; 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: Fulltime
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, datadriven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and highimpact solutions that support mission success.
Position Summary
Aretec is seeking a Help Desk Specialist I (Tier 1 Agent &ndash; 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 firstlevel technical support and customer service. The ideal candidate is customerfocused, technically capable, and comfortable working in a fastpaced, missioncritical environment.
What You'll Do<ul><li>
Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.</li><li>
Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, selfservice tickets, and email.</li><li>
Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for nextlevel support.</li><li>
Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to:
</li><li>CBP webbased and clientbased applications</li><li>
Email and messaging systems</li><li>
Mobile devices</li><li>
Hardware (printers, desktops, laptops, peripherals)</li><li>
Network connectivity</li><li>
Workstation login and PIV card issues</li><li>
Remote access, VPN, and DHS Workplace connectivity</li><li>
Perform password resets, account unlocks, and initial request intake in compliance with security policies.</li><li>
Provide firstcall resolution using established troubleshooting techniques and approved knowledge articles.</li><li>
Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and thirdparty vendors, using ticket transfer and warmcall transfer methods.</li><li>
Monitor ticket status and proactively communicate updates and resolution progress to customers.</li><li>
Identify and escalate potential major incidents affecting multiple users.</li><li>
Participate in major incident bridge calls and communicate customer impact as required.</li><li>
Handle sensitive or VIP customer contacts with timely, accurate escalation and followup.</li><li>
Verify ACE Portal accessibility following scheduled maintenance or outage events.</li></ul>
Required Qualifications<ul><li>
High school diploma or equivalent.</li><li>
Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.</li><li>
Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.</li><li>
Strong customer service skills with clear and professional verbal and written communication.</li><li>
Ability to work rotating shifts, including nights, weekends, and holidays.</li><li>
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).</li></ul>
Preferred Qualifications<ul><li>
CompTIA A+ or similar entrylevel IT certification.</li><li>
HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) certification.</li><li>
Experience using the ServiceNow ITSM platform.</li><li>
Experience troubleshooting VPN solutions such as GlobalProtect or Zscaler.</li><li>
Prior federal government or CBP help desk experience.</li><li>
Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems.</li></ul>
Why Join Aretec<ul><li>
Support a highvisibility, missioncritical CBP operational environment.</li><li>
Gain experience supporting enterprisescale federal IT systems.</li><li>
Opportunities for growth within service desk, operations, quality, training, and program management career paths.</li><li>
Competitive compensation and benefits, including:
</li><li>Health, Dental, and Vision Insurance</li><li>
401(k) with Employer Match</li><li>
Paid Time Off and Holidays</li><li>
Training and Certification Support</li></ul>
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</div>

Help Desk Specialist I (Tier I Agent – Internal)

<div>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: Fulltime
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, datadriven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and highimpact solutions that support mission success.
Position Summary
Aretec is seeking a Help Desk Specialist I (Tier 1 Agent &ndash; 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 firstlevel technical and functional support for CBP externalfacing systems, including the Automated Commercial Environment (ACE). The ideal candidate demonstrates strong customer service skills and comfort supporting external stakeholders in a missioncritical environment.
What You'll Do<ul><li>
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.</li><li>
Respond to incoming incidents, service requests, and inquiries via phone, live agent chat, selfservice tickets, and email.</li><li>
Provide support for ACErelated inquiries, including trade facilitation, compliance, and enforcement topics.</li><li>
Deliver 24x7x365 bilingual (English/Spanish) support for ACErelated Trade inquiries.</li><li>
Accurately log and document all incidents and service requests in ServiceNow, including actions taken and information required for nextlevel support.</li><li>
Perform initial investigation, triage, troubleshooting, resolution, and escalation for externalfacing CBP applications.</li><li>
Escalate incidents to Tier 2 or Tier 3 support teams using ticket transfer and warmcall transfer methods.</li><li>
Monitor ticket status and proactively communicate updates and resolution progress to external customers.</li><li>
Handle sensitive or VIP customer contacts with timely, accurate escalation and followup.</li><li>
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.</li></ul>
Required Qualifications<ul><li>
High school diploma or equivalent.</li><li>
Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.</li><li>
Working knowledge of Windows operating systems, Microsoft Office, and webbased applications.</li><li>
Strong customer service and communication skills, both verbal and written.</li><li>
Ability to work rotating shifts, including nights, weekends, and holidays.</li><li>
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).</li></ul>
Preferred Qualifications<ul><li>
Bilingual English/Spanish proficiency strongly preferred.</li><li>
CompTIA A+ or similar entrylevel IT certification.</li><li>
HDI Customer Service Representative (CSR) certification.</li><li>
Experience supporting the Automated Commercial Environment (ACE).</li><li>
Experience assisting Trade or Participating Government Agency (PGA) customers.</li><li>
Prior federal government or CBP help desk experience.</li></ul>
Why Join Aretec<ul><li>
Support CBP's external mission partners and national trade operations.</li><li>
Gain experience supporting enterprisescale federal and tradefacing systems.</li><li>
Work in a highimpact, customerfacing environment supporting border and trade missions.</li><li>
Competitive compensation and benefits, including:</li><li>
Health, Dental, and Vision Insurance</li><li>
401(k) with Employer Match</li><li>
Paid Time Off and Holidays</li><li>
Training and Certification Support</li></ul>
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.</div>

CBP Technology Service Desk

Join ARETEC and explore 6   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.