Remote Tier II ACE Service Desk Specialist

Chenega Corporation; Ashburn (VA); Remote; USD 15,000 - 25,000; Full time

Job summary

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) in Ashburn, VA, with remote capabilities. The role supports the ACE system, handling high-volume inquiries and ensuring 24x7 coverage for trade and CBP users.

Ideal candidates bring 2+ years in IT help desk or customer support, knowledge of ACE, and willingness to work rotating shifts. Strong communication and problem-solving skills are essential to meet service levels.

Qualifications

• Provide 24x7x365 Tier II support for ACE ASD.
• Handle inquiries from Trade, PGAs, CBP personnel and users.
• Provide bilingual English/Spanish support to users.
• Maintain documentation and SOPs for the ACE Portal and ASD.
• Meet ticket SLAs and ensure quality in interactions.

Responsibilities

• Provide 24x7x365 Tier II support for ACE ASD.
• Support over 100,000 active users including Trade, PGAs, and CBP.
• Respond to calls and emails about ACE system operations.
• Provide bilingual (English/Spanish) support.
• Maintain and update enrollment/activation documents.

Skills

Customer support

Multitasking

Bilingual English/Spanish

Problem solving

Communication

Education

High school diploma

Associate's degree (preferred)

Tools

ACE

ServiceNow

Microsoft Project

Amazon Connect

Job description

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) in Ashburn, VA, with remote capabilities. The role supports the ACE system, handling high-volume inquiries and ensuring 24x7 coverage for trade and CBP users.

Ideal candidates bring 2+ years in IT help desk or customer support, knowledge of ACE, and willingness to work rotating shifts. Strong communication and problem-solving skills are essential to meet service levels.