Remote Tier II Account Service Desk Specialist (ACE)

Chenega MIOS SBU; Ashburn (VA); Remote; USD 1,515,000 - 2,480,000; Full time

Job summary

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) to provide around-the-clock support for the ACE environment. You will assist Trade, PGAs, and CBP personnel, handling ACE Portal processes, account activations, and documentation.

You’ll operate in a high-demand environment with strict SLAs and contribute to knowledge management initiatives. Required are a high school diploma, 2+ years in IT help desk or customer support, and willingness to work rotating shifts

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).

Responsibilities

• Provide 24x7x365 Tier II support for ACE ASD.
• Support 100,000+ active users including Trade, PGAs, CBP personnel.
• Respond to calls and emails about ACE technical questions and ACE portal operations.
• Provide bilingual English/Spanish support to the trade user community.
• Manage user enrollment and activation for ACE Portal accounts.

Skills

IT help desk

Customer support

Bilingual English/Spanish

Education

High school diploma or equivalent

Associate's degree preferred

Tools

ServiceNow

Amazon Connect

Microsoft Project

Job description

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) to provide around-the-clock support for the ACE environment. You will assist Trade, PGAs, and CBP personnel, handling ACE Portal processes, account activations, and documentation.

You’ll operate in a high-demand environment with strict SLAs and contribute to knowledge management initiatives. Required are a high school diploma, 2+ years in IT help desk or customer support, and willingness to work rotating shifts