ACE Account Service Desk Specialist (Tier II - ASD)
Aretec Inc, Ashburn, VA, United States
ACE Account Service Desk Specialist (Tier II – ASD)
CBP Technology Service Desk (TSD)
Location:
Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within 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 within 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 prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that support mission success.
Position Summary
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.
What You'll Do
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.
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 .
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 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 .
Equal Opportunity Employer
Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.
CBP Technology Service Desk (TSD)
Location:
Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within 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 within 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 prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that support mission success.
Position Summary
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.
What You'll Do
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.
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 .
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 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 .
Equal Opportunity Employer
Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.