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Chenega

Defense, intelligence, and federal staffing services

ACE Account Service Desk Specialist - Tier 2, ASD

IT Service Desk & End User SupportUpdated on Nov 10
Full-timeOrlando, FL, USA$17 /hr

About the Job

Requirements

  • A high school diploma or equivalent is required.
  • At least 2 years of IT help desk or customer support experience is required.
  • Must be available to support rotating shifts and 24x7x365 coverage.
  • U.S. citizenship is required, and candidates must be able to pass a CBP Background Investigation.
  • Must meet minimum clearance requirements.
  • Must be able to work nights, weekends, and holidays as required.
  • Must be able to travel 10%.
  • Must be able to manage multiple tickets, meet service-level agreement commitments, and maintain accurate documentation.
  • Must be able to make sound decisions independently, exercise critical thinking, and apply problem-solving approaches to support mission objectives.
  • Must be able to work with internal teams and other agencies to resolve cross-functional IT needs.
  • Must be able to coordinate teams and communicate with stakeholders, internal teams, external partners, vendors, and senior leadership.
  • Must have strong written and verbal communication skills for technical documentation and stakeholder coordination.
  • Must be able to work effectively in cross-functional teams and under senior analyst guidance.

Responsibilities

  • Provide 24x7x365 Tier II support for the Automated Commercial Environment (ACE) Account Service Desk.
  • Support more than 100,000 active Trade, Participating Government Agency, and Customs and Border Protection users in trade facilitation, compliance, and enforcement.
  • Answer and respond to incoming calls and emails about ACE technical questions and operation of the ACE cargo processing system.
  • Provide 24x7x365 bilingual English and Spanish support to the trade user community.
  • Support ACE Portal Account business processes, including user enrollment, account activation, and account management for CBP and Trade communities.
  • Maintain welcome letters and guidance documentation supporting user enrollment and activation.
  • Support Trade, CBP, and PGA end users in using ACE Portal functionality, including ACE Reports.
  • Resolve at least 90% of tickets assigned to Tier II, per the AQL target.
  • Process at least 90% of tickets within 4 hours.
  • Achieve at least a 90% quality score on reviewed interactions.
  • Update ASD standard operating procedures as requested.
  • Contribute to the TSD Knowledge Management effort by submitting, creating, updating, and reviewing KMS documentation.
  • Attend periodic ACE training sessions to maintain proficiency.
  • Respond to urgent priority requests, including ACE Command Center and War Room problem resolution.
  • Assist OIT in assessing cybersecurity risks and perform timely inactivation or restoration of ACE Portal accounts as directed.
  • Perform other duties as assigned.

Desired Qualifications

  • An associate's degree in Business Administration, Information Technology, or a related field is preferred.
  • Experience with the ACE system.
  • Knowledge of trade compliance processes or web-based portal support.
  • Knowledge of CBP trade facilitation and compliance processes.
  • Experience with the ServiceNow ITSM platform.
  • HDI Customer Service Representative or Support Center Analyst certification.
  • Prior CBP or DHS experience.
  • Bilingual ability in Spanish.
  • Knowledge of import/export trade processes.
  • Expertise with Microsoft Project, ServiceNow, and Amazon Connect.

About the Company

Chenega

Defense, intelligence, and federal staffing services

Chenega is a government services contractor that supplies staffing and support services for defense, intelligence, and federal civilian customers, plus commercial clients. It operates across the United States, its territories, and several countries, tapping wide opportunities in government contracting. Its offerings center on staffing and mission support through various contracts, delivering qualified personnel and services to meet client needs. Unlike many industry players, Chenega is rooted in an Alaska Native village corporation, which shapes its ownership and community-focused approach while competing in a broad national market. The company’s goal is to help government and commercial customers execute their missions by providing reliable, professional personnel and services under contract.

Company size
1,001-5,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Anchorage, AK
Founded
1974

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