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Asd Solutions

60 Asd Solutions Jobs Hiring Near You

ASD, Inc.

ASD is seeking Distribution Systems Lead CEL Engineer to support our ongoing BIM contract. This ... closet solutions to include but not limited to cabinets, switch node solution, UPS and power ...

ASD, Inc.

$104K - $138K/yr

ASD is seeking Distribution Systems Lead Engineer to help support our ongoing BIM contract. This ... solutions to a variety of complex engineering problems • Perform complex systems design ...

WalkMe

Presales Operations Manager

Raleigh, NC · Hybrid

$115K - $135K/yr

Application Solution Design (ASD): Manage ongoing updates, governance, and documentation for key Solution Advisor sales stages (2-4) including our ASD workflows, ensuring ASD's reflect necessary ...

WalkMe

Presales Operations Manager

Raleigh, NC · Hybrid

Application Solution Design (ASD): Manage ongoing updates, governance, and documentation for key Solution Advisor sales stages (2-4) including our ASD workflows, ensuring ASD's reflect necessary ...

PROVEN BEHAVIOR SOLUTIONS LLC

Diagnostician

Norwell, MA · On-site

$80 - $95/hr

... ASD and their families. Summary We are seeking a per diem Diagnostician to join our team at Proven Behavior Solutions, LLC. This role is critical in assessing and diagnosing children with Autism ...

PROVEN BEHAVIOR SOLUTIONS LLC

Diagnostician

Norwell, MA · On-site

$80 - $95/hr

... ASD and their families. Summary We are seeking a per diem Diagnostician to join our team at Proven Behavior Solutions, LLC. This role is critical in assessing and diagnosing children with Autism ...

Proven Behavior Solutions, LLC

Diagnostician

Norwell, MA · On-site

$80 - $95/hr

... with ASD and their families. We are seeking a per diem Diagnostician to join our team at Proven Behavior Solutions, LLC. This role is critical in assessing and diagnosing children with Autism ...

Proven Behavior Solutions, LLC

Diagnostician

Sharon, MA · On-site

$80 - $95/hr

... with ASD and their families. We are seeking a per diem Diagnostician to join our team at Proven Behavior Solutions, LLC. This role is critical in assessing and diagnosing children with Autism ...

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All JobsAsd Solutions Jobs

ACE Account Service Desk Specialist (Tier II - ASD)

Aretec Inc

Ashburn, VA • On-site

Full-time

Re-posted 15 days ago

Job description

ACE Account Service Desk Specialist (Tier II - ASD)
CBP Technology Service Desk (TSD)
Location: Remote
Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)
Employment Type: Full-time
Clearance Requirement: CBP Background Investigation (Unclassified)
About Aretec
At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data-driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high-impact solutions that support mission success.
Position Summary
Aretec is seeking an ACE Account Service Desk Specialist (Tier 2 - ASD) to support the Automated Commercial Environment (ACE) Account Service Desk under the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role provides Tier II support to a large external user community, including Trade, Participating Government Agencies (PGAs), and CBP personnel, supporting trade facilitation, compliance, and enforcement operations. The ideal candidate has strong customer service skills, experience supporting web-based portals, and familiarity with trade or account-based service desk operations.The ideal candidate brings strong customer service skills, experience supporting web-based portals, and - critically - a working knowledge of international trade operations. Because ACE Tier II analysts interact daily with trade organizations, brokers, importers, and other stakeholders who speak the language of trade, candidates who can communicate fluently in trade terminology (entry types, bonds, PGAs, harmonized tariff schedules, port operations, and related concepts) will be best positioned to succeed in this role.
What You'll Do
  • Provide 24x7x365 Tier II support for the ACE Account Service Desk (ASD).
  • Support 100,000+ active users across the Trade, PGA, and CBP communities.
  • Answer and respond to incoming calls and emails related to ACE technical questions and cargo processing system operations.
  • Deliver 24x7x365 bilingual (English/Spanish) support to the Trade user community.
  • Support ACE Portal account business processes, including user enrollment, account activation, and account management.
  • Maintain and update user-facing documentation such as Welcome Letters and enrollment guidance.
  • Assist end users with ACE Portal functionality, including ACE Reports.
  • Resolve ≥90% of Tier II tickets in alignment with AQL targets.
  • Process ≥90% of tickets within 4 hours.
  • Achieve ≥90% quality scores on reviewed interactions.
  • Update ASD Standard Operating Procedures (SOPs) as requested.
  • Contribute to the TSD Knowledge Management System (KMS) by creating, updating, and reviewing knowledge articles.
  • Attend periodic ACE training sessions to maintain system and process proficiency.
  • Respond to urgent priority requests, including ACE Command Center / War Room activities.
  • Support OIT cybersecurity efforts, including timely inactivation or restoration of ACE Portal accounts as directed.

Required Qualifications
  • High school diploma or equivalent; Associate's degree preferred.
  • Minimum 2 years of experience in IT help desk or customer support roles.
  • Knowledge of trade compliance processes or support of web-based portals. International trade operations, import/export compliance, or customs processes; ability to communicate fluently in trade industry terminology.
  • Strong customer service, communication, and documentation skills.
  • Bilingual (English/Spanish) required.
  • Ability to work rotating shifts, including nights, weekends, and holidays.
  • Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications
  • Experience supporting the Automated Commercial Environment (ACE).
  • Knowledge of CBP trade facilitation and compliance processes, including familiarity with ACE's role in trade entry, cargo release, and PGA messaging.
  • Experience using the ServiceNow ITSM platform.
  • HDI Customer Service Representative or Support Center Analyst certification.
  • Prior CBP or DHS experience.
  • Knowledge of import/export trade processes, including entry types, harmonized tariff schedules, bonded operations, or PGA requirements.
  • Background in trade brokerage, freight forwarding, port operations, or a related trade industry role; candidates who have worked alongside licensed customs brokers, port directors, or trade compliance officers are strongly encouraged to apply.

Equal Opportunity Employer
Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

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