Tier 2 ACE Account Service Desk – Remote

Chenega Corporation; Ashburn, Northern (VA, KY); Hybrid; USD 15,000 - 25,000; Full time

Job summary

Chenega MIOS in Ashburn, VA (Remote) seeks an ACE Account Service Desk Specialist (Tier 2) to support the ACE system for CBP, Trade, and PGA communities, delivering 24x7x365 Tier II assistance.

The role focuses on incident resolution, account management, system documentation, and knowledge management, with bilingual support and cross‑agency collaboration. Requires U.S. citizenship, rotating shifts, and travel up to 10%.

Qualifications

• 2+ years IT help desk or customer support experience.
• Willing to support rotating shift; 24x7x365 coverage required.
• U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).
• High school diploma or equivalent.

Responsibilities

• Provide 24x7x365 Tier II support for the ACE Account Service Desk (ASD).
• Support over 100,000 active users including Trade, PGAs, and CBP personnel.
• Respond to ACE technical questions and operation of the ACE cargo processing system.
• Provide 24x7x365 bilingual (English/Spanish) support to the trade user community.
• Manage ACE Portal accounts: enrollment, activation, and management for CBP and Trade communities.
• Update ASD SOPs and contribute to TSD Knowledge Management.

Skills

IT help desk

Customer support

Bilingual English/Spanish

Shift work readiness

Education

High school diploma or equivalent

Associate's degree (preferred)

Tools

ServiceNow ITSM

Microsoft Project

Amazon Connect

Job description

Chenega MIOS in Ashburn, VA (Remote) seeks an ACE Account Service Desk Specialist (Tier 2) to support the ACE system for CBP, Trade, and PGA communities, delivering 24x7x365 Tier II assistance.

The role focuses on incident resolution, account management, system documentation, and knowledge management, with bilingual support and cross‑agency collaboration. Requires U.S. citizenship, rotating shifts, and travel up to 10%.