ACE Account Service Desk Specialist TIER 2

Lynn Rodens; Orlando (FL); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Lynn Rodens is seeking an ACE Account Service Desk Specialist II to provide Tier 2 support for the Automated Commercial Environment (ACE) platform. This full-time role is hybrid, based in Orlando, FL, and primarily remote. You will assist government agencies and trade partners with technical issues and account-related processes.

Qualified candidates should have at least 2 years of IT help desk experience, bilingual fluency in English and Spanish, and strong troubleshooting skills. The position offers a unique opportunity to support critical trade and customs operations.

Qualifications

• 2+ years of IT help desk, technical support, or customer support experience.
• Experience supporting web portals or business applications.
• Ability to work rotating schedules, including evenings and weekends.

Responsibilities

• Support user enrollment and account activation.
• Assist with documentation updates and urgent incident response.
• Provide ongoing platform training to maintain technical proficiency.

Skills

IT help desk experience

Technical support experience

Customer support experience

Strong troubleshooting skills

Bilingual English/Spanish fluency

Strong communication skills

Documentation skills

Customer service skills

Tools

ServiceNow

Job description

Job Summary

ACE Account Service Desk Specialist II (Tier 2 Support) – TEEMA, Full-time, Hybrid, Orlando, FL, United States. 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

Support user enrollment, account activation, access management, and portal administration for both government and trade users. Assist with documentation updates, knowledge management contributions, urgent incident response, and ongoing platform training to maintain technical 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
• Bilingual English/Spanish fluency required
• 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.