Remote Tier II ACE Service Desk Specialist

Chenega Corporation; Orlando (FL); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Chenega MIOS in Orlando, FL seeks an ACE Account Service Desk Specialist (Tier 2) to support the ACE ASD program. The role offers 24x7x365 coverage for a large user base including Trade, PGA, and CBP personnel, with bilingual English/Spanish support and strong emphasis on process documentation and quality metrics.

The position requires a high school diploma, 2+ years in IT help desk, and US citizenship with the ability to pass a CBP background check. Rotate shifts and travel may be required.

Qualifications

• 2+ years of IT Help Desk or Customer Support experience.
• U.S. Citizenship required; ability to pass CBP Background Investigation.

Responsibilities

• Provide 24x7x365 Tier II support for ACE ASD.
• Support over 100,000 active users across Trade, PGA, and CBP teams.
• Respond to calls and emails regarding ACE and ACE Portal usage.
• Maintain documentation and update SOPs as needed.
• Meet ticket response and resolution SLA targets.

Skills

Customer support

Bilingual English/Spanish

Multitasking

Team collaboration

Strong communication

Education

High school diploma

Associate's degree preferred

Tools

ServiceNow

Microsoft Project

Amazon Connect

Job description

Chenega MIOS in Orlando, FL seeks an ACE Account Service Desk Specialist (Tier 2) to support the ACE ASD program. The role offers 24x7x365 coverage for a large user base including Trade, PGA, and CBP personnel, with bilingual English/Spanish support and strong emphasis on process documentation and quality metrics.

The position requires a high school diploma, 2+ years in IT help desk, and US citizenship with the ability to pass a CBP background check. Rotate shifts and travel may be required.