Tier II ACE Account Service Desk (ASD) Agent

Agil3 Technology Solutions LLC is seeking a Tier II ACE Account Service Desk (ASD) Agent to provide specialized customer and technical support for its ACE Secure Data Portal. The role involves account setup, access management, portal functionality, and reporting, ensuring compliance with agency standards. This is a bilingual support role, assisting users in navigating ACE reports and ensuring platform stability.

Requirements

• 24/7 Tier II support for ACE Secure Data Portal
• Account setup, enrollment, and activation
• Password reset and account reactivation
• Support of account management processes
• Technical troubleshooting and troubleshooting with ServiceNow
• Provide support on compliance features
• Maintain user guidance
• Documentation and task tracking
• Incident handling
• Knowledge Management Contribution
• Cybersecurity risk responses

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• Paid Holidays
• Paid Time Off
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement