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Tier II ACE Account Service Desk (ASD) Agent
Agil3 Technology Solutions (A3T)•Ashburn, VA, US- Full-time
- Quick Apply
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 :
Certifications :
Skills :
Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 :
A3T offers excellent benefits to enhance the work-life balance, including :
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