ACE Account Service Desk Specialist TIER 2

About the role

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.

Responsibilities

• Support user enrollment, account activation, access management, and portal administration for both government and trade users.
• Assist with documentation updates, knowledge management contributions, urgent incident response, and ongoing platform training to maintain technical proficiency.
• Provide advanced assistance to a large user community that includes government agencies, trade partners, importers, exporters, and customs personnel.
• Respond to calls and email inquiries related to troubleshooting technical and operational issues related to the ACE platform.
• Help users navigate portal functionality, reporting tools, and account-related processes.

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.
• Bilingual English/Spanish fluency required.
• 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.

Benefits

This role offers a 24/7 rotating shift environment, primarily remote work from locations in Ashburn, VA / Orlando, FL / San Antonio, TX, and the opportunity to support critical trade and customs operations nationwide.