ACE Account Service Desk Specialist TIER 2

TEEMA; Ashburn (VA); Hybrid; USD 55,000 - 85,000; Full time

Job summary

TEEMA seeks an ACE Account Service Desk Specialist II to provide Tier 2 technical support for the ACE platform. This primarily remote role covers Ashburn, VA, Orlando, FL, and San Antonio, TX, operating in a 24/7 rotating shift environment.

You will troubleshoot issues for government and trade users, assist with portal navigation, enrollment, and access management, and help maintain high-quality documentation and ongoing training to ensure proficiency.

Qualifications

• 2+ years of IT help desk, technical support, or customer support experience.
• Experience supporting web portals, business applications, or account management processes.
• Strong troubleshooting, communication, documentation, and customer service skills.
• Ability to work rotating schedules, including evenings, weekends, and holidays.
• U.S. Citizenship required; ability to pass a federal background investigation.

Responsibilities

• Provide Tier 2 support for ACE platform users, including government and trade personnel.
• Respond to calls and emails; assist with portal navigation and account-related processes.
• Support enrollment, activation, access management, and portal administration.
• Contribute to documentation updates, knowledge base, and incident response.

Skills

IT Help Desk

Customer Support

Troubleshooting

Account Management

Communication

Tools

ServiceNow

ACE System

Job description

ACE Account Service Desk Specialist II (Tier 2 Support)
Primarily Remote | Ashburn, VA / Orlando, FL / San Antonio, TX
24/7 Rotating Shift Environment

Join a mission-driven technical support team supporting the Automated Commercial Environment (ACE) - the U.S. government's primary trade processing platform used to manage imports, exports, cargo processing, trade compliance, and enforcement activities.

In this Tier 2 support role, you will provide advanced assistance to a large user community that includes government agencies, trade partners, importers, exporters, and customs personnel. You'll troubleshoot technical and operational issues related to the ACE platform, respond to calls and email inquiries, and help users navigate portal functionality, reporting tools, and account-related processes.

Key responsibilities include supporting user enrollment, account activation, access management, and portal administration for both government and trade users. You'll also assist with documentation updates, knowledge management contributions, urgent incident response, and ongoing platform training to maintain technical proficiency.

This role is ideal for candidates who enjoy solving problems, delivering exceptional customer service, and supporting complex, high-visibility systems in a fast-paced operational environment.

Qualifications:

• 2+ years of IT help desk, technical support, or customer support experience
• Experience supporting web portals, business applications, or account management processes
• Strong troubleshooting, communication, documentation, and customer service skills
• Ability to work rotating schedules, including evenings, weekends, and holidays
• U.S. Citizenship required; ability to pass a federal background investigation

Preferred:

• Experience with ACE (Automated Commercial Environment) or trade compliance systems
• Familiarity with import/export processes, customs operations, or government programs
• ServiceNow or ITSM platform experience
• Prior federal, DHS, or regulatory environment experience
• HDI or related support certifications

This is a strong opportunity for technical professionals seeking impactful work supporting critical trade and customs operations nationwide.