Tier II ACE Account Service Desk (ASD) Agent

The Tier II ACE Account Service Desk Agent provides specialized customer and technical support for the agency's ACE Secure Data Portal, assisting users, PGA, and government agencies. This role combines account setup and management with technical troubleshooting, education, and compliance. Agent responsibilities include 24x7 support, portal validation, and maintaining user guidance.

Requirements

• Associate’s degree or higher in Information Technology or related field (preferred)
• Minimum 3 years of IT service desk or customer support experience
• Prior experience with account management, trade systems, or federal IT portals (strongly preferred)
• Familiarity with import/export or international trade processes a plus
• ITIL v4 Foundation (preferred)
• CompTIA A+, Network+, or Security+ (preferred)
• HDI Support Center Analyst or equivalent certification (preferred)
• Strong customer service and problem-solving skills
• Bilingual English/Spanish skills (preferred)
• Proficiency with ITSM tools (ServiceNow preferred)
• Ability to explain technical and process concepts to non-technical users
• Strong documentation and knowledge management skills

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• Paid Holidays
• Paid Time Off
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement