ACE Account Service Desk Specialist; Tier 2 - ASD

Position: ACE Account Service Desk Specialist (Tier 2 - ASD)
Req : 41966

Summary

ACE Account Service Desk Specialist (Tier 2 - ASD)

Ashburn, VA (Remote)

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Chronos Operations, LLC is seeking an ACE Account Service Desk Specialist (Tier 2 ASD) 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.

Responsibilities

• 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 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, 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 be available to support rotating shift; 24x7x365 coverage required.
• U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).

Preferred Qualifications:

• Associate's degree in Business Administration, Information Technology or related field preferred.
• Experience with ACE (Automated Commercial Environment) system.
• Must have Knowledge of trade compliance processes or web-based portal support.
• Knowledge of CBP trade facilitation and compliance processes.
• Experience with Service Now ITSM platform.
• HDI Customer Service Representative or Support Center Analyst certification.
• Prior CBP or DHS experience.
• Bilingual in Spanish is preferred.
• Knowledge of import/export trade processes.

Knowledge,

Skills and Abilities

:

• Expertise in various tools like Microsoft Project, Service Now, and Amazon Connect.
• Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
• Ability to work with internal teams and other agencies to resolve cross-functional IT needs.
• Ability to support rotating shifts, 24x7x365 coverage.
• Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Strong written and verbal communication skills for technical documentation and stakeholder coordination.
• Excellent communication, leadership, and project management skills.
• Ability to work effectively in cross-functional teams and under senior analyst guidance.
• Ability to meet minimum clearance requirements.
• Ability to work nights, weekends, and holidays as required.
• Ability to travel 10%.

How youll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe theres always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal…