ACE Account Service Desk Specialist (Tier 2 - ASD) – Bilingual

About the role

Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

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 the operation of the ACE cargo processing system.
• Provide 24x7x365 bilingual (English/Spanish) support to the trade user community.
• 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.
• Absorb 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.
• Ability to work with internal teams and other agencies to resolve cross-functional IT needs.
• Ability to support rotating shift, 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%.

Qualifications

• High school diploma or equivalent.
• 2+ years of IT help desk or customer support experience.
• Must have Knowledge of trade compliance processes or web-based portal support.
• Bilingual (English/Spanish) required.
• 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 may be used in lieu of education.
• Experience with the ACE (Automated Commercial Environment) system.
• 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.
• Knowledge of import/export trade processes.