ACE Account Service Desk Specialist (Tier 2 - ASD)

Summary

Chenega MIOS, through Chronos Operations, LLC, supports large-scale government operations with technology-enabled services. The ACE Account Service Desk Specialist provides Tier II technical and account support for the Automated Commercial Environment, assisting Trade, Participating Government Agencies, and Customs and Border Protection users with portal functionality, account management, troubleshooting, and compliance-related operations.

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 operation of the ACE cargo processing system
• Provide 24x7x365 bilingual (English/Spanish) support to the trade user community
• Support ACE Portal Account business processes: user enrollment, account activation, account management for CBP and Trade communities
• 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
• Assist OIT in assessing 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
• Other duties as assigned

Skills

• High school diploma or equivalent required
• 2+ years of IT Help Desk or Customer Support experience
• Must be available to support rotating shift, 24x7x365 coverage required
• U.S. Citizenship required; must be able to pass CBP Background Investigation (BI)
• Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect
• Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation
• 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 shifts, 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%
• Associate's degree in Business Administration, Information Technology or related field preferred
• Experience with ACE (Automated Commercial Environment) system
• Must have Knowledge of trade compliance processes or web-based portal support
• Knowledge of CBP trade facilitation and compliance processes
• Experience with ServiceNow ITSM platform
• HDI Customer Service Representative or Support Center Analyst certification
• Prior CBP or DHS experience
• Bilingual in Spanish is a plus
• Knowledge of import/export trade processes

Qualifications

Must Haves

• High school diploma or equivalent required
• 2+ years of IT Help Desk or Customer Support experience
• Must be available to support rotating shift, 24x7x365 coverage required
• U.S. Citizenship required; must be able to pass CBP Background Investigation (BI)
• Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect
• Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation
• 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 shifts, 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%

Nice to Haves

• Associate's degree in Business Administration, Information Technology or related field preferred
• Experience with ACE (Automated Commercial Environment) system
• Must have Knowledge of trade compliance processes or web-based portal support
• Knowledge of CBP trade facilitation and compliance processes
• Experience with ServiceNow ITSM platform
• HDI Customer Service Representative or Support Center Analyst certification
• Prior CBP or DHS experience
• Bilingual in Spanish is a plus
• Knowledge of import/export trade processes

Benefits

• Professional development opportunities, including on-the-job learning experiences and formal development programs
• Flexibility to make daily choices that can help employees be healthy, centered, confident, and aware
• Well-being programs