Remote ACE Account Support Desk Specialist (Tier 2)

Chenega MIOS SBU; Orlando (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Chenega MIOS seeks an ACE Account Service Desk Specialist (Tier 2) to support the Automated Commercial Environment under the CBP Technology Service Desk. This role provides Tier II support to a large external user community, including Trade, Participating Government Agencies (PGAs), and CBP personnel.

Based in Orlando with remote flexibility, you will handle 24x7x365 coverage, manage tickets, coordinate with internal teams, and maintain documentation while meeting SLA and quality targets.

Qualifications

• High school diploma or equivalent required.
• 2+ years IT Help Desk or Customer Support experience.
• Must be available to support rotating shift, 24x7x365 coverage.
• 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, and CBP clients.
• Answer and respond to incoming calls and emails pertaining to ACE technical questions.
• Provide 24x7x365 bilingual (English/Spanish) support to the trade user community.
• Maintain documents supporting user enrollment and activation.
• Resolve and close tickets to meet SLA targets and quality scores.

Skills

Interpersonal communication

Team coordination

Leadership

Verbal communication

Written communication

Education

High school diploma or equivalent

Associate's degree preferred

Tools

Microsoft Project

ServiceNow

Amazon Connect

Job description

Chenega MIOS seeks an ACE Account Service Desk Specialist (Tier 2) to support the Automated Commercial Environment under the CBP Technology Service Desk. This role provides Tier II support to a large external user community, including Trade, Participating Government Agencies (PGAs), and CBP personnel.

Based in Orlando with remote flexibility, you will handle 24x7x365 coverage, manage tickets, coordinate with internal teams, and maintain documentation while meeting SLA and quality targets.