ACE Account Service Desk Specialist TIER 2

Job Summary

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.

About the role

Primarily Remote | Ashburn, VA / Orlando, FL / San Antonio, TX
24/7 Rotating Shift Environment

Responsibilities

• Provide advanced assistance to a large user community that includes government agencies, trade partners, importers, exporters, and customs personnel.
• 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.

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 is ideal for candidates who enjoy solving problems, delivering exceptional customer service, and supporting complex, high-visibility systems in a fast-paced operational environment.

Pay

Details on pay are not specified in the provided job posting.

Schedule

Details on schedule are not specified in the provided job posting.