ACE Account Service Desk Specialist TIER 2
ACE Account Service Desk Specialist II (Tier 2 Support)
Primarily Remote | Ashburn, VA / Orlando, FL / San Antonio, TX
24/7 Rotating Shift Environment
Join a mission-driven technical support team supporting the Automated Commercial Environment (ACE) — the U.S. government’s primary trade processing platform used to manage imports, exports, cargo processing, trade compliance, and enforcement activities.
In this Tier 2 support role, you will provide advanced assistance to a large user community that includes government agencies, trade partners, importers, exporters, and customs personnel. You’ll troubleshoot technical and operational issues related to the ACE platform, respond to calls and email inquiries, and help users navigate portal functionality, reporting tools, and account-related processes.
Key responsibilities include supporting user enrollment, account activation, access management, and portal administration for both government and trade users. You’ll also assist with documentation updates, knowledge management contributions, urgent incident response, and ongoing platform training to maintain technical proficiency.
This role is ideal for candidates who enjoy solving problems, delivering exceptional customer service, and supporting complex, high-visibility systems in a fast-paced operational environment.
Qualifications:
- 2+ years of IT help desk, technical support, or customer support experience
- Experience supporting web portals, business applications, or account management processes
- Strong troubleshooting, communication, documentation, and customer service skills
- Ability to work rotating schedules, including evenings, weekends, and holidays
- U.S. Citizenship required; ability to pass a federal background investigation
Preferred:
- Experience with ACE (Automated Commercial Environment) or trade compliance systems
- Familiarity with import/export processes, customs operations, or government programs
- ServiceNow or ITSM platform experience
- Prior federal, DHS, or regulatory environment experience
- HDI or related support certifications
This is a strong opportunity for technical professionals seeking impactful work supporting critical trade and customs operations nationwide.
#J-18808-LjbffrRecommended Jobs
Mechanical Service Manager
Mechanical Service Manager position with a large mechanical hvac construction company We are a large growing mechanical contractor that works on many large mechanical hvac and plumbing projects. T…
Resident Services Coordinator - The Linden
Job Description Job Description About True Ground Housing Partners True Ground Housing Partners (formerly APAH) was founded in 1989 by four families motivated to address affordable housing in …
Senior Systems Engineer (S)
Job Description Job Description ONSITE Who We Are : Founded in 2007, SimIS Inc. is an innovative information technology solution Veteran Owned Small Business (VOSB) that models future environ…
Microsoft 365 Technical Writer/Communications Specialist
Job Description Job Description Job Title: Microsoft 365 Technical Writer/Communications Specialist Location: Remote work authorized, with occasional travel to customer facilities/co…
Submarine Electronic Warfare Engineering Technician
Atlas is a rapidly expanding company supporting the U.S. Military and other Government entities and we are seeking a passionate, flexible, and highly motivated team player to join our group of Technol…
Occupational Therapy Assistant OTA
Job Description Job Description COTA PRN Pulaski Health & Rehabilitation Center in Pulaski, Virginia is seeking a caring and dedicated Occupational Therapy Assistant (COTA) to join an outst…
Heavy Equipment Operator
Job Description Job Description PRIMARY FUNCTION: Operators will operate one or more construction equipment such as but not limited to forklift, bob cats, bulldozers, excavators, skid steer,…
Carry Deck Crane Operator @ Fort Belvoir
Looking for a Certified Crane operator Wage is $32.52 and Fringe is $2.64 for a combined total of $35.16 per hour. Position - Starting in January.
Occupational Therapist
Job Description Job Description Benefits: ~401(k) matching ~ Bonus based on performance ~ Health insurance ~ Opportunity for advancement ~ Training & development ~ Wellness resources …