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 reside within commuting distance of one location)

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights weekends and holidays)

Employment Type: Fulltime

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 datadriven operations and business optimization enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor Aretec delivers innovative compliant and highimpact 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 webbased portals and familiarity with trade or accountbased service desk ideal candidate brings strong customer service skills experience supporting webbased portals and - critically - a working knowledge of international trade operations. Because ACE Tier II analysts interact daily with trade organizations brokers importers and other stakeholders who speak the language of trade candidates who can communicate fluently in trade terminology (entry types bonds PGAs harmonized tariff schedules port operations and related concepts) will be best positioned to succeed in this role.

What Youll Do

• Provide 24x7x365 Tier II support for the ACE Account Service Desk (ASD).

• Support 100000 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 userfacing 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; Associates degree preferred.

• Minimum 2 years of experience in IT help desk or customer support roles.

• Knowledge of trade compliance processes or support of webbased 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 Commercial Environment (ACE).

• Knowledge of CBP trade facilitation and compliance processes including familiarity with ACEs role in trade entry cargo release and PGA messaging.

• 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 including entry types harmonized tariff schedules bonded operations or PGA requirements.

• Background in trade brokerage freight forwarding port operations or a related 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. 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.

Required Experience:

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