Talent.com
Tier II ACE Account Service Desk (ASD) Agent

Tier II ACE Account Service Desk (ASD) Agent

Agil3 Technology Solutions (A3T)•Ashburn, VA, US
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
  • serp_jobs.filters_job_card.quick_apply
job_description.job_card.job_description

Automated Commercial Environment (ACE) Account Service Desk (ASD) Tier II Agents provide specialized customer and technical support for the agency’s ACE Secure Data Portal.

They assist trade users, agency personnel, and Participating Government Agencies (PGAs) with account setup, access management, portal functionality, and ACE reports.

This role combines technical troubleshooting, account management support, and customer education, ensuring compliance with agency standards and facilitating international trade operations.

Key Responsibilities Provide 24x7x365 Tier II support for the ACE Secure Data Portal.

Assist with account setup, enrollment, and activation, including validation and documentation of trade user credentials.

Support account management processes for the organization, PGA, and trade communities, including password resets, account inactivation / reactivation, and role changes.

Respond to technical questions on ACE functionality, performance, and system navigation.

Conduct portal validation checks (system availability, accessibility, performance).

Provide business process instruction, guiding customers on use of ACE reports, account functions, and compliance features.

Deliver bilingual support (English / Spanish) as needed for trade users.

Maintain user-facing guidance (Welcome Letters, instructions, FAQs) and update ASD SOPs as directed.

Document and track incidents in the ITSM tool (ServiceNow or equivalent), escalating unresolved issues to Tier III or agency system owners as required.

Participate in major incident handling (e.g., ACE outages, trade-impacting issues), ensuring timely escalation and communication.

Contribute to the Knowledge Management System (KMS) by drafting, updating, and reviewing ACE-related articles.

Support the agency in cybersecurity risk responses, including timely account inactivation for compromised trade accounts.

Attend periodic ACE training sessions to maintain proficiency in evolving system capabilities Minimum Qualifications Education :

  • Associate’s degree or higher in Information Technology or related field (preferred).

Experience :

  • 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.

    • Certifications :

  • ITIL v4 Foundation (preferred).
  • CompTIA A+, Network+, or Security+ (preferred).
  • HDI Support Center Analyst or equivalent certification (preferred).

    • Skills :

  • Strong customer service and problem-solving skills.
  • Bilingual English / Spanish skills (preferred but not mandatory for all agents).
  • Proficiency with ITSM tools (ServiceNow preferred).
  • Ability to explain technical and process concepts to non-technical users.
  • Strong documentation and knowledge management skills.
  • Other Requirements Must be a U.S.
  • Citizen.
  • Must pass a government background investigation.
  • Must be available to work rotating shifts (day, swing, night) to support round-the-clock operations.

    • Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 :

  • 2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business.
  • A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth.
  • In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”.
  • As part of our growth, we are looking for YOU to join our growing team.

    • A3T offers excellent benefits to enhance the work-life balance, including :

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

    Service Desk Tier Ii • *Ashburn, VA, US

    Job_description.internal_linking.related_jobs
    • serp_jobs.job_card.promoted
    Inside Sales Associate CosmoProf 06411

    Inside Sales Associate CosmoProf 06411

    SBH Health SystemFrederick, MD, US
    serp_jobs.job_card.full_time
    Cosmoprof Sales Associate : By working at Cosmoprof, you would be part of the largest hair and beauty supplier in the world and we are on a mission to empower our customers to express themselves thr...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Inside Sales Associate- CosmoProf- 66297

    Inside Sales Associate- CosmoProf- 66297

    SBH Health SystemLeesburg, VA, US
    serp_jobs.job_card.full_time
    By working at Cosmoprof, you would be part of the largest hair and beauty supplier in the world and we are on a mission to empower our customers to express themselves through hair and we need pass...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Contact Center Agent - Mid (Tier 2)

    Contact Center Agent - Mid (Tier 2)

    Clearance JobsVienna, VA, US
    serp_jobs.job_card.temporary
    Contact Center Agent - Mid (Tier 2).Integral Federal is actively seeking a Mid-Level Analyst to join a contact center support team for a federal agency. This individual will be responsible for mid-l...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    Service Desk Support Specialist II

    Service Desk Support Specialist II

    H2 Performance ConsultingWashington, DC, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    H2 Performance Consulting is subject to the Vietnam Era Veteran's Readjustment Assistance Act as a Federal Contractor and is an Equal Opportunity / Affirmative Action Employer and strives to build a ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Tax Expert - Onsite

    Tax Expert - Onsite

    IntuitLovettsville, VA, US
    serp_jobs.job_card.full_time
    Overview Intuit is seeking highly motivated individuals to join our dynamic team as dedicated TurboTax Live Seasonal Local Service Experts in one of our new TurboTax locations across the United Sta...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_1_day
    • serp_jobs.job_card.promoted
    Senior Program Manager Service Desk

    Senior Program Manager Service Desk

    OmnisciusAshburn, VA, US
    serp_jobs.job_card.full_time
    Program Manager (PM) for Service Desk Contract.Our client is hiring a Program Manager (PM) to lead a large-scale Service Desk contract supporting a DHS agency. This program provides 24x7x365 Tier I,...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Customer Service Associate I

    Customer Service Associate I

    Dollar TreeAnnandale, VA, US
    serp_jobs.job_card.full_time
    We're seeking a Customer Service Associate to join our team and deliver a great shopping experience for every customer.Duties include, but are not limited to, the following : .Assist customers with q...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Tax Associate - Onsite

    Tax Associate - Onsite

    IntuitLovettsville, VA, US
    serp_jobs.job_card.full_time
    Overview Intuit is seeking highly motivated individuals to join our dynamic team as dedicated TurboTax Live Seasonal Local Service Associates in one of our new TurboTax locations across the United ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_1_day
    Tier II Advanced Support Agent

    Tier II Advanced Support Agent

    Agil3 Technology Solutions (A3T)•Ashburn, VA, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    Tier II Advanced Support Agents provide second-level technical support for the contract environment.They handle escalated incidents and requests that cannot be resolved at Tier I, offering advanced...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    JAAC Service Desk Agent (Joint Activities Accountability Center)

    JAAC Service Desk Agent (Joint Activities Accountability Center)

    Agil3 Technology Solutions (A3T)•Ashburn, VA, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    JAAC Agents support the Joint Activities Accountability Center (JAAC) within the government agency.They are responsible for monitoring, tracking, and documenting major incidents, escalations, and V...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Tax Associate

    Tax Associate

    IntuitLovettsville, VA, United States
    serp_jobs.job_card.full_time
    Intuit is seeking highly motivated individuals to join our dynamic team as dedicated TurboTax Live Seasonal Local Service Associates in one of our new TurboTax locations across the United States on...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Customer Service Associate II

    Customer Service Associate II

    Dollar TreeGermantown, MD, US
    serp_jobs.job_card.full_time
    Your positive, friendly disposition and eagerness to get things done make you the right person for our Customer Service Associate II position. Join our team today and let's create an inviting shoppi...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Customer Service Agent

    Customer Service Agent

    Virginia Department of Human Resource ManagementManassas, VA, US
    serp_jobs.job_card.full_time
    Customer Service Agents comprise the nucleus of Freedom Center's Customer Service Department more commonly called the Front Desk. In this role, CSAs are expected to greet and check-in members, be k...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Customer Service Associate

    Customer Service Associate

    Quest GlobalWashington, DC, US
    serp_jobs.job_card.full_time
    Non-Product Customer Service / Help Desk Associate.Quest Global delivers world-class end-to-end engineering solutions by leveraging our deep industry knowledge and digital expertise.By bringing toget...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Service Desk Tower Lead

    Service Desk Tower Lead

    ALTA IT ServicesArlington, VA, US
    serp_jobs.job_card.temporary
    Job Title : Service Desk Tower Lead Location : Arlington, VA On-Site – Federal Client Public Trust Clearance Required 6 Month Contract to Hire Hourly Rate : $70 / hr. Benefits available ALTA IT Services ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    Team Lead – Account Services Desk / Project Manager II

    Team Lead – Account Services Desk / Project Manager II

    ESMAshburn, VA, USA
    serp_jobs.job_card.full_time +1
    serp_jobs.filters_job_card.quick_apply
    Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers.Team Lead - Accoun...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Client Service AssociateNewColumbia, MD

    Client Service AssociateNewColumbia, MD

    ChoreoColumbia, MD, US
    serp_jobs.job_card.full_time
    Choreo is a wealth management firm built on an interconnected network of financial advisors with a shared vision servicing entrepreneurs, CPAs, and individuals with a forward-thinking approach to f...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    Tier I Service Desk Agent

    Tier I Service Desk Agent

    Agil3 Technology Solutions (A3T)•Ashburn, VA, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    Tier I Service Desk Agents provide the first line of customer support for the contract, offering 24x7x365 assistance to organizational employees, contractors, Participating Government Agencies (PGA...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    IT Service Desk Specialist III

    IT Service Desk Specialist III

    Lawelawe Training Services IncBethesda, MD, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    Who We Are Lawelawe is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) that specializes in providing a range of services to federal government clients, including program management, ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Loss Prevention Customer Service Associate II

    Loss Prevention Customer Service Associate II

    TJXClinton, MD, US
    serp_jobs.job_card.full_time
    Job Opportunity At TJX Companies.At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You'll be part of our vibrant team that embraces diversity, fosters co...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30