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

- **Company:** Chenega MIOS
- **Location:** Orlando, FL, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Knowledge Management, Microsoft Project, Amazon Connect, Information Technology, Servicenow
- **Published:** October 27, 2026
- **Apply:** https://www.adzuna.com/details/5864665902

## About the Role

* High school diploma or equivalent required.
 * 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 a plus.
 * 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 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 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.