Remote ACE Account Service Desk Specialist (Tier 2, 24x7)

Chenega MIOS; Orlando (FL); Remote; USD 14,000 - 23,000; Full time

Job summary

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2 ASD) to support the Automated Commercial Environment under the CBP Technology Service Desk. The role provides Tier II IT support to a large external user community, including Trade, PGAs, and CBP personnel, ensuring trade facilitation, compliance and enforcement.

The position requires strong communication, problem-solving, and the ability to work in a fast-paced government contracting environment.

Qualifications

• High school diploma or equivalent required.
• 2+ years of IT Help Desk or Customer Support experience.
• Must be available to support rotating shift, 24x7x365 coverage.
• U.S. Citizenship required; CBP Background Investigation (BI) clearance is required.

Responsibilities

• Provide 24x7x365 Tier II support for the ACE ASD.
• Support over 100,000 active users across Trade, PGA, and CBP.
• Answer and respond to calls and emails about ACE technical questions and ACE cargo processing.
• Provide bilingual (English/Spanish) support to the trade user community.
• Maintain enrollment and activation documents for ACE Portal accounts.
• Resolve ≥90% of Tier II tickets and process ≥90% within 4 hours.
• Contribute to knowledge management and update SOPs.

Skills

Excellent communication

Leadership

Project coordination

Team collaboration

Time management

Critical thinking

Education

High School Diploma or GED

Associate’s degree preferred

Tools

ServiceNow

Amazon Connect

Microsoft Project

ACE System knowledge

Job description

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2 ASD) to support the Automated Commercial Environment under the CBP Technology Service Desk. The role provides Tier II IT support to a large external user community, including Trade, PGAs, and CBP personnel, ensuring trade facilitation, compliance and enforcement.

The position requires strong communication, problem-solving, and the ability to work in a fast-paced government contracting environment.