ACE Tier II Account Service Desk — Remote Support

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

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.