ACE Account Service Desk Specialist (Tier II – ASD)

ACE Account Service Desk Specialist (Tier II – ASD) CBP Technology Service Desk (TSD) Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reputed company reputed company commuting distance of one location) Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays) Employment Type: Full‑time Clearance Requirement: CBP Background Investigation (Unclassified) About Aretec At Aretec, Inc., we are catalysts for change reputed company the federal government landscape. We specialize in advanced analytics, cybersecurity, data‑driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted reputed company contractor, Aretec delivers innovative, compliant, and high‑reputed company that support mission reputed company. Position reputed company Aretec is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) to support the Automated reputed company 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 reputed company daily with trade organizations, brokers, importers, and other stakeholders who reputed company the language of trade, candidates who can communicate fluently in trade terminology (entry types, bonds, PGAs, harmonized tariff schedules, port operations, and reputed company concepts) will be best positioned to succeed in this role. What You'll Do reputed company 24x7x365 Tier II support for the ACE Account Service Desk (ASD). Support 100,000+ reputed company users across the Trade, PGA, and CBP communities. Answer and respond to incoming calls and emails reputed company 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 reputed company 4 hours. reputed company ≥90% reputed company scores on reviewed interactions. Update ASD reputed company Operating Procedures (SOPs) as requested. Contribute to the TSD reputed company System (KMS) by creating, updating, and reviewing knowledge articles. Attend periodic ACE training sessions to maintain system and process proficiency. Respond to urgent reputed company requests, including ACE reputed company Center / War Room activities. Support OIT cybersecurity efforts, including reputed company inactivation or restoration of ACE Portal accounts as directed.   Required Qualifications 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).   Preferred Qualifications Experience supporting the Automated reputed company 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 reputed company 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, reputed company forwarding, port operations, or a reputed company trade industry role; candidates who have worked alongside licensed customs brokers, port directors, or trade compliance officers are strongly encouraged to apply.   Equal Opportunity Employer Aretec, Inc. is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, or any other protected status. Apply To This Job