Remote ACE Tier II Service Desk Specialist

Chronos Operations, LLC; Oregon; Hybrid; USD 23,000 - 25,000; Full time

Job summary

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2) to provide round-the-clock support for the ACE ASD in a remote-capable role based near Ashburn, VA. The role involves assisting a large external user base, including Trade, PGAs, and CBP personnel, with ACE portal operations and reports.

The ideal candidate has 2+ years in IT help desk or customer support, knowledge of ACE, and strong communication skills in English and Spanish.

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).
• Experience with ACE (Automated Commercial Environment) system.
• Knowledge of trade facilitation and CBP processes.

Responsibilities

• Provide 24x7x365 Tier II support for the ACE ASD.
• Support over 100,000 active users across Trade, PGA, and CBP clients.
• Respond to incoming calls and emails with ACE technical questions and system operation.
• Provide bilingual English/Spanish support to the trade user community.
• Manage ACE Portal user enrollment, activation, and account management.

Skills

ACE system knowledge

ServiceNow ITSM

Amazon Connect

Microsoft Project

Bilingual English/Spanish

Customer support

Education

High school diploma or equivalent

Tools

ServiceNow ITSM

Amazon Connect

Job description

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2) to provide round-the-clock support for the ACE ASD in a remote-capable role based near Ashburn, VA. The role involves assisting a large external user base, including Trade, PGAs, and CBP personnel, with ACE portal operations and reports.

The ideal candidate has 2+ years in IT help desk or customer support, knowledge of ACE, and strong communication skills in English and Spanish.