ACE Tier 2 Account Service Desk Specialist (Remote) - Bilingual

Chenega MIOS; Ashburn (VA); Remote; USD 23,000 - 25,000; Full time

Job summary

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier II ASD) in Ashburn, VA (Remote). The role supports the ACE Account Service Desk for CBP, including 24x7 operations, user enrollment, and portal management.

Responsibilities include handling high-volume tickets, ensuring resolutions within 4 hours, and maintaining knowledge-base documentation. The position requires U.S. citizenship and readiness for rotating shifts.

Qualifications

• High school diploma or equivalent.
• 2+ years IT help desk or customer support experience.
• Willingness to support rotating 24x7x365 shifts.
• U.S. Citizenship and ability to pass CBP BI.

Responsibilities

• Provide 24x7x365 Tier II support for ACE ASD.
• Support 100k+ active users (Trade, PGA, CBP).
• Respond to calls and emails regarding ACE questions and ACE portal use.
• Provide bilingual (English/Spanish) support.
• Manage ACE Portal account enrollment and activation.
• Maintain enrollment/guidance documents for user onboarding.
• Ensure tickets meet SLA and quality targets.
• Update ASD SOPs and contribute to KMS documentation.

Skills

Ticket management

SLA adherence

Critical thinking

Interpersonal communication

Education

High school diploma or equivalent

Associate’s degree (IT or related)

Tools

ACE (Automated Commercial Environment)

ServiceNow ITSM

Microsoft Project

Amazon Connect

HDI Certification

Job description

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier II ASD) in Ashburn, VA (Remote). The role supports the ACE Account Service Desk for CBP, including 24x7 operations, user enrollment, and portal management.

Responsibilities include handling high-volume tickets, ensuring resolutions within 4 hours, and maintaining knowledge-base documentation. The position requires U.S. citizenship and readiness for rotating shifts.