ACE Account Service Desk Specialist (Tier II – ASD)

Aretec Inc•Ashburn, VA

2d•Remote

About The Position

Aretec is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) to support the Automated Commercial Environment (ACE) Account Service Desk under the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role provides Tier II support to a large external user community, including Trade, Participating Government Agencies (PGAs), and CBP personnel, supporting trade facilitation, compliance, and enforcement operations. The ideal candidate has strong customer service skills, experience supporting web‑based portals, and familiarity with trade or account‑based service desk operations.The ideal candidate brings strong customer service skills, experience supporting web‑based portals, and - critically - a working knowledge of international trade operations. Because ACE Tier II analysts interact daily with trade organizations, brokers, importers, and other stakeholders who speak the language of trade, candidates who can communicate fluently in trade terminology (entry types, bonds, PGAs, harmonized tariff schedules, port operations, and related concepts) will be best positioned to succeed in this role.

Requirements

High school diploma or equivalent; Associate's degree preferred.
Minimum 2 years of experience in IT help desk or customer support roles.
Knowledge of trade compliance processes or support of web‑based portals. International trade operations, import/export compliance, or customs processes; ability to communicate fluently in trade industry terminology.
Strong customer service, communication, and documentation skills.
Bilingual (English/Spanish) required.
Ability to work rotating shifts, including nights, weekends, and holidays.
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Nice To Haves

Experience supporting the Automated Commercial Environment (ACE).
Knowledge of CBP trade facilitation and compliance processes, including familiarity with ACE's role in trade entry, cargo release, and PGA messaging.
Experience using the ServiceNow ITSM platform.
HDI Customer Service Representative or Support Center Analyst certification.
Prior CBP or DHS experience.
Knowledge of import/export trade processes, including entry types, harmonized tariff schedules, bonded operations, or PGA requirements.
Background in trade brokerage, freight forwarding, port operations, or a related trade industry role; candidates who have worked alongside licensed customs brokers, port directors, or trade compliance officers are strongly encouraged to apply.

Responsibilities

Provide 24x7x365 Tier II support for the ACE Account Service Desk (ASD).
Support 100,000+ active users across the Trade, PGA, and CBP communities.
Answer and respond to incoming calls and emails related to ACE technical questions and cargo processing system operations.
Deliver 24x7x365 bilingual (English/Spanish) support to the Trade user community.
Support ACE Portal account business processes, including user enrollment, account activation, and account management.
Maintain and update user‑facing documentation such as Welcome Letters and enrollment guidance.
Assist end users with ACE Portal functionality, including ACE Reports.
Resolve ≥90% of Tier II tickets in alignment with AQL targets.
Process ≥90% of tickets within 4 hours.
Achieve ≥90% quality scores on reviewed interactions.
Update ASD Standard Operating Procedures (SOPs) as requested.
Contribute to the TSD Knowledge Management System (KMS) by creating, updating, and reviewing knowledge articles.
Attend periodic ACE training sessions to maintain system and process proficiency.
Respond to urgent priority requests, including ACE Command Center / War Room activities.
Support OIT cybersecurity efforts, including timely inactivation or restoration of ACE Portal accounts as directed.