ACE Tier II Service Desk Specialist – Remote

Chenega MIOS SBU; Ashburn (VA); On-site; USD 17,000 - 25,000; Full time

Job summary

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2 - ASD) based in Ashburn, VA with remote flexibility. You will deliver 24x7x365 Tier II support for ACE, assist a large user community, and manage ACE Portal accounts for CBP and Trade.

The role emphasizes prompt ticket resolution, documentation, and knowledge management. The ideal candidate has 2+ years in IT help desk or customer support, is bilingual where possible, and is able to rotate shifts to cover 24/7 operations.

Qualifications

• 2+ years of IT help desk or customer support experience.
• Must be available to support rotating shift and 24x7x365 coverage.
• U.S. Citizenship required; must pass CBP BI.

Responsibilities

• Provide 24x7x365 Tier II support for ACE ASD.
• Support 100,000+ active users across Trade, PGA, and CBP.
• Handle calls and emails about ACE questions and portal use.
• Maintain enrollment, activation, and management for ACE Portal users.

Skills

IT help desk

Customer support

Bilingual (English/Spanish)

Education

High school diploma or equivalent

Tools

ServiceNow ITSM

Microsoft Project

Amazon Connect

Job description

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2 - ASD) based in Ashburn, VA with remote flexibility. You will deliver 24x7x365 Tier II support for ACE, assist a large user community, and manage ACE Portal accounts for CBP and Trade.

The role emphasizes prompt ticket resolution, documentation, and knowledge management. The ideal candidate has 2+ years in IT help desk or customer support, is bilingual where possible, and is able to rotate shifts to cover 24/7 operations.