> Markdown version of [/jobs/ext/3778255-ace-account-service-desk-specialist-tier-2-asd](https://www.wearedevelopers.com/jobs/ext/3778255-ace-account-service-desk-specialist-tier-2-asd). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# ACE Account Service Desk Specialist (Tier 2 - ASD)

- **Company:** Chenega MIOS
- **Location:** Ashburn, VA, United States
- **Experience:** Experienced
- **Salary:** $35,360.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Knowledge Management, Microsoft Project, Amazon Connect, Information Technology, Servicenow
- **Published:** October 16, 2026
- **Apply:** https://www.juju.com/job/1_chenega3-41966

## About the Role

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. **Qualifications** + 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). **Preferred Qualifications:** + 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%. **How

## Description

**Req ID:** 41966 **Summary** **ACE Account Service Desk Specialist (Tier 2 - ASD)** **Ashburn, VA (Remote)** 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 employers 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