ACE Tier 2 Service Desk Specialist – Remote (24/7)

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

Job summary

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) in Ashburn, VA (Remote) to support the ACE Account Service Desk for CBP operations. You will assist a large user community and manage ACE portal accounts, with 24x7 coverage and bilingual English/Spanish support.

The role requires 2+ years in IT help desk or customer support, ability to work rotating shifts, U.S. citizenship, and familiarity with ServiceNow and related tools.

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).

Responsibilities

• Provide 24x7x365 Tier II support for the ACE ASD.
• Support over 100,000 active users including Trade, PGAs, CBP personnel.
• Answer and respond to incoming calls and emails pertaining to ACE issues.
• Provide 24x7x365 bilingual (English/Spanish) support to the trade user community.
• Maintain enrollment and activation documents for ACE Portal accounts.

Skills

IT help desk

Customer support

Shift work

CBP background check

Education

High school diploma or equivalent

Associate's degree in Business Administration or IT

Tools

Microsoft Project

ServiceNow

Amazon Connect

Job description

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) in Ashburn, VA (Remote) to support the ACE Account Service Desk for CBP operations. You will assist a large user community and manage ACE portal accounts, with 24x7 coverage and bilingual English/Spanish support.

The role requires 2+ years in IT help desk or customer support, ability to work rotating shifts, U.S. citizenship, and familiarity with ServiceNow and related tools.