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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ACE Account Service Desk Specialist (Tier 2 - ASD) - **Company:** Chenega Corporation - **Location:** Ashburn, VA, United States (Remote available) - **Experience:** Starter - **Salary:** $37,440.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Knowledge Management, Microsoft Project, Amazon Connect, Information Technology, Servicenow - **Published:** September 1, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9131856/ace-account-service-desk-specialist-tier-2-asd ## About the Role * 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)., * Associate's degree in Business Administration, Information Technology or related field preferred. * Experience with ACE (Automated Commercial Environment) system. * Must have Knowledge of trade compliance processes or web-based portal support. * Knowledge of CBP trade facilitation and compliance processes. * Experience with ServiceNow ITSM platform. * HDI Customer Service Representative or Support Center Analyst certification. * Prior CBP or DHS experience. * Bilingual in Spanish is preferred. * Knowledge of import/export trade processes. Knowledge, Skills and Abilities: * Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect. * Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation. * Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. * Ability to work with internal teams and other agencies to resolve cross-functional IT needs. * Ability to support rotating shifts, 24x7x365 coverage. * Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders. * Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership. * Strong written and verbal communication skills for technical documentation and stakeholder coordination. * Excellent communication, leadership, and project management skills. * Ability to work effectively in cross-functional teams and under senior analyst guidance. * Ability to meet minimum clearance requirements. * Ability to work nights, weekends, and holidays as required. * Ability to travel 10%. ## Description Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chronos Operations, LLC is seeking an ACE Account Service Desk Specialist (Tier 2 - ASD) to support the Automated Commercial Environment (ACE) Account Service Desk under the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role provides Tier II support to a large external user community, including Trade, Participating Government Agencies (PGAs), and CBP personnel, supporting trade facilitation, compliance, and enforcement operations. Responsibilities * Provide 24x7x365 Tier II support for the Automated Commercial Environment (ACE) Account Service Desk (ASD). * Support over 100,000 active users comprised of Trade, PGA, and CBP clients on trade facilitation, compliance, and enforcement. * Answer and respond to incoming calls and emails pertaining to ACE technical questions and operation of the ACE cargo processing system. * Provide 24x7x365 bilingual (English/Spanish) support to the trade user community. * Support ACE Portal Account business processes: user enrollment, account activation, account management for CBP and Trade communities. * Maintain documents (Welcome Letters and guidance documentation) supporting user enrollment and activation. * Support end users (Trade, CBP, PGA) in the use of ACE Portal functionality, including ACE Reports. * Resolve >=90% of tickets assigned to Tier II (AQL target). * Process >=90% of tickets within 4 hours. * Achieve >=90% quality score on reviewed interactions. * Update ASD SOPs as requested. * Contribute to TSD Knowledge Management effort: submit, create, update, and review KMS documentation. * Attend periodic ACE training sessions to maintain proficiency. * Respond to urgent priority requests including ACE Command Center/War Room problem resolution. * Assist OIT in assessing cybersecurity risks; perform timely inactivation/restoration of ACE Portal accounts as directed. * Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. * Other duties as assigned. ## Related Videos - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [ WeAreDevelopers LIVE - the weekly developer show with Chris Heilmann and Daniel Cranney](https://www.wearedevelopers.com/videos/1365-wearedevelopers-live-the-weekly-developer-show-with-chris-heilmann-and-daniel-cranney) - [Server Side Serverless in Swift](https://www.wearedevelopers.com/videos/133-server-side-serverless-in-swift) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [AI Boss Deletes Emails with AI, Stopping Ageing & Battery Life Breakthrough - Kumar McMillan](https://www.wearedevelopers.com/videos/1820-ai-boss-deletes-emails-with-ai-stopping-ageing-battery-life-breakthrough-kumar-mcmillan) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Jobs in Germany for Americans](https://www.wearedevelopers.com/magazine/423-jobs-in-germany-for-americans) - [Events like RSAC Get You CISOs. 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