ACE Account Service Desk Specialist TIER 2

Job SummaryACE Account Service Desk SpecialistTEEMAFull-timeHybrid | Orlando, FL, United StatesACE Account Service Desk Specialist II (Tier 2 Support)Primarily Remote | Ashburn, VA / Orlando, FL / San Antonio, TX24/7 Rotating Shift EnvironmentJoin a mission-driven technical support team supporting the Automated Commercial Environment (ACE) — the U.S. government’s primary trade processing platform used to manage imports, exports, cargo processing, trade compliance, and enforcement activities.In this Tier 2 support role, you will provide advanced assistance to a large user community that includes government agencies, trade partners, importers, exporters, and customs personnel. You’ll troubleshoot technical and operational issues related to the ACE platform, respond to calls and email inquiries, and help users navigate portal functionality, reporting tools, and account-related processes.Key responsibilities include supporting user enrollment, account activation, access management, and portal administration for both government and trade users. You’ll also assist with documentation updates, knowledge management contributions, urgent incident response, and ongoing platform training to maintain technical proficiency.This role is ideal for candidates who enjoy solving problems, delivering exceptional customer service, and supporting complex, high-visibility systems in a fast-paced operational environment.Qualifications2+ years of IT help desk, technical support, or customer support experienceExperience supporting web portals, business applications, or account management processesStrong troubleshooting, communication, documentation, and customer service skillsBilingual English/Spanish fluency requiredAbility to work rotating schedules, including evenings, weekends, and holidaysU.S. Citizenship required; ability to pass a federal background investigationPreferredExperience with ACE (Automated Commercial Environment) or trade compliance systemsFamiliarity with import/export processes, customs operations, or government programsServiceNow or ITSM platform experiencePrior federal, DHS, or regulatory environment experienceHDI or related support certificationsThis is a strong opportunity for technical professionals seeking impactful work supporting critical trade and customs operations nationwide.