Tier II ACE Account Service Desk (ASD) Agent Job at A3T (Agil3 Technology Soluti

ACE Account Service Desk (ASD) Tier II Agents provide specialized customer and technical support for the ACE Secure Data Portal. This role involves assisting trade users, agency personnel, and Participating Government Agencies (PGAs) with account setup, access management, portal functionality, and ACE reports. It combines technical troubleshooting, account management support, and customer education to ensure compliance with agency standards and facilitate international trade operations. Location: Orlando, FL.

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. A3T is a recipient of industry recognition, including Washington Technology TOP 50 (ranking #9) and features in Inc Magazine and CyberSecurity Ventures. We are a women-owned cybersecurity company focused on growth and delivering value to our customers.

Benefits

• 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