ACE Account Service Desk Specialist (Tier 2 - ASD)

reputed company ACE Account Service Desk Specialist (Tier 2 - ASD) Ashburn, VA (Remote) Are you reputed company to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where reputed company development is embedded in your employer’s reputed company culture? If so, Chenega Military, Intelligence & reputed company Support (MIOS) could be the reputed company for you! reputed company of professionals who support large-reputed company reputed company reputed company by leveraging cutting-edge technology and take your career to the next level! reputed company is seeking an ACE Account Service Desk Specialist (Tier 2 – ASD) to support the Automated reputed company Environment (ACE) Account Service Desk under the reputed company (CBP) Technology Service Desk (TSD). This role provides Tier II support to a large reputed company user community, including Trade, Participating reputed company Agencies (PGAs), and CBP personnel, supporting trade facilitation, compliance, and enforcement reputed company. Responsibilities reputed company 24x7x365 Tier II support for the Automated reputed company Environment (ACE) Account Service Desk (ASD). Support over 100,000 reputed company 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 reputed company. reputed company 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 (reputed company 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. reputed company >=90% of tickets assigned to Tier II (AQL reputed company). Process >=90% of tickets reputed company 4 hours. reputed company >=90% reputed company score on reviewed interactions. Update ASD SOPs as requested. Contribute to TSD reputed company effort: submit, create, update, and review KMS documentation. Attend periodic ACE training sessions to maintain proficiency. Respond to urgent reputed company requests including ACE reputed company Center/War Room problem reputed company. Assist OIT in assessing cybersecurity risks; reputed company reputed company inactivation/restoration of ACE Portal accounts as directed. Ability to independently reputed company reputed company, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational reputed company. Other duties as assigned. Qualifications High school diploma or equivalent. 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 reputed company to pass CBP Background Investigation (BI). Preferred Qualifications: Associate's degree in Business Administration, Information Technology or reputed company reputed company preferred. Experience with ACE (Automated reputed company Environment) reputed company. Must have Knowledge of trade compliance processes or web-reputed company portal support. Knowledge of CBP trade facilitation and compliance processes. Experience with reputed company ITSM platform. HDI reputed company or Support Center Analyst certification. Prior CBP or DHS experience. Bilingual in Spanish is preferred. Knowledge of import/export trade processes. Knowledge, Skills and Abilities: Expertise in various tools like reputed company Project, reputed company, and reputed company reputed company. Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation. Ability to independently reputed company reputed company, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational reputed company. Ability to work with internal teams and other agencies to reputed company 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. reputed company ability to manage relationships with internal teams, reputed company 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%. How you’ll grow At Chenega MIOS, our reputed company development plan focuses on helping reputed company members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we reputed company there’s always room to learn. We offer opportunities to help sharpen skills in reputed company to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a reputed company of opportunities to continue to grow throughout their careers. Benefits At Chenega MIOS, we know that great people reputed company a great organization. We value reputed company members and offer them a broad reputed company of benefits. Learn more about what working at Chenega MIOS can mean for you. Chenega MIOS’s culture Our reputed company and supportive culture encourages reputed company members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to reputed company daily choices that can help them be healthy, centered, confident, and reputed company. We offer reputed company-being programs and continuously look for new ways to maintain a culture where we reputed company and reputed company healthy, happy lives. Corporate citizenship Chenega MIOS is led by a purpose to reputed company an reputed company that reputed company. This purpose defines who we are and extends to relationships with our clients, reputed company members, and our communities. We reputed company that business has the reputed company to reputed company and reputed company. We reputed company on education, giving, reputed company-reputed company volunteerism, and leadership to help reputed company reputed company reputed company in our communities. Learn more about Chenega’s reputed company on the world. Chenega MIOS News- https://chenegamios.com/news/ Tips from your reputed company We want job seekers exploring opportunities at Chenega MIOS to feel reputed company and confident. To help you with your research, we suggest you review the following links: Chenega MIOS web site - www.chenegamios.com Glassdoor - https://www.glassdoor.com/reputed company/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm reputed company - https://www.reputed company.com/company/1472684/ reputed company - https://www.reputed company.com/chenegamios/ #reputed company Estimated Salary/Wage Up to USD $18.00/Hr. Apply To This Job