Remote Tier II ACE Service Desk Specialist (Bilingual)

Chenega Corporation; Oregon; Hybrid; USD 14,000 - 23,000; Full time

Job summary

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2) to support the ACE system. The role is based in Orlando, FL with remote options, serving a large user community including Trade and CBP personnel.

The ideal candidate will have 2+ years in IT Help Desk or Customer Support, be able to work rotating shifts, and have experience with ACE, ServiceNow ITSM, and related tools. Bilingual Spanish is a plus and U.S. citizenship is required.

Qualifications

• 2+ years of IT Help Desk or Customer Support experience.
• Must be available to support rotating shift, 24x7x365 coverage.
• U.S. Citizenship required; must pass CBP Background Investigation.
• Experience with ACE (Automated Commercial Environment) system.
• Knowledge of CBP trade facilitation and compliance processes.
• Experience with ServiceNow ITSM platform.
• Bilingual in Spanish is a plus.
• Knowledge of import/export trade processes.

Responsibilities

• Provide 24x7x365 Tier II support for the ACE Account Service Desk.
• Support over 100,000 active users including Trade and CBP personnel.
• Respond to ACE technical questions and ACE portal operations.
• Maintain bilingual (English/Spanish) support for users.
• Assist with ACE Portal enrollment and activation processes.
• Update SOPs and contribute to knowledge materials.

Skills

IT Help Desk

Customer Support

Bilingual Spanish

Adaptability

Troubleshooting

Education

High school diploma

Associate's degree (preferred)

Tools

ACE System

ServiceNow ITSM

Microsoft Project

Amazon Connect

Job description

Chenega MIOS is seeking an ACE Account Service Desk Specialist (Tier 2) to support the ACE system. The role is based in Orlando, FL with remote options, serving a large user community including Trade and CBP personnel.

The ideal candidate will have 2+ years in IT Help Desk or Customer Support, be able to work rotating shifts, and have experience with ACE, ServiceNow ITSM, and related tools. Bilingual Spanish is a plus and U.S. citizenship is required.