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. 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.