ACE Account Service Desk Specialist (Tier II – ASD)

Aretec Inc

1d•Hybrid

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.

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.
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.
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.

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.