Tier II Systems Support Specialist (On-Site)

Job Description

Job Description

The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, IL, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY

Location: Government facility in the DC Metropolitan area

Are you ready to make a meaningful impact supporting the U.S. Customs and Border Protection (CBP)? We're seeking an experienced and skilled Tier II Systems Support Specialist with a passion for ensuring secure, reliable system access for thousands of users.  

Position Description: The Tier II Systems Support Specialist provides advanced information technology (IT) support to the Automated Commercial Environment (ACE) Account Services Desk (ASD) to assist external users with facilitation, compliance, and enforcement through the ACE Secure Data Portal.

Minimum/General Experience: 2-4 years of experience providing user technical support and troubleshooting

Minimum Education: High School diploma

Essential Skills/Qualifications:

• Above average experience supporting end users with technical troubleshooting and issue resolution
• Above average ability to respond to and answer technical questions about the ACE processing system and its functionality
• Above average ability to support external trade user system enrollment and account activation
• Above average ability to maintain user enrollment and account activation guidance documentation and instruction materials
• Above average ability to support account management processes
• Ability to create, update, and review service desk standard operating procedures (SOPs) and knowledge management system documentation
• Ability to respond to urgent priority requests as outlined in the SOP
• Experience using ticketing systems (e.g., ServiceNow)
• Experience utilizing service management tools (e.g., Remedy)
• Ability to support an operational 24x7x365 environment
• Ability to provide bilingual (English and Spanish) support
• Excellent oral and written communication skills 

General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment. 

• Assignment Location - Government facility in the DC Metropolitan Area.
• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. 
• Typing, communicating, repetitive motions. 
• Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting. 
• Inside environmental conditions with protection from outside elements. 

Security: Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI)

• U.S. Citizenship

Pre-Screening Consists of a review of up to but not limited to:

• Criminal history check - no felony convictions within the past 36 months
• Drug screening
• Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months
• Financial check - bankruptcy and tax liens within the last 7-10 years

CBP Background Investigation Consists of a review of up to but not limited to:

• Credit check
• Criminal history check
• Records check to verify citizenship of family members
• Verification of date of birth
• Education verification
• Employment history verification
• Military history verification
• Interviews with subject, peers, spouse, former spouse(s), neighbors
• Residency verification
• Public records check - bankruptcies, divorces, criminal and/or civil litigation

Tasks/activities include, but are not limited to:

• Formulates responses to users concerning the function and operation of the ACE cargo processing system
• Provides 24x7x365 bilingual (English and Spanish) support to trade users, participating government agencies, and CBP
• Supports end users in the use of ACE Portal functionality and reports
• Maintains system welcome letters and guidance documentation
• Contributes to submitting, creating, updating, and reviewing documentation for the Technology Service Desk's (TSD) knowledge management efforts
• Records all technology incidents and service requests in the appropriate service management tool (e.g., Remedy)
• Documents actions performed by Tier II and provides additional information required by the next level of support
• Identifies customer identity using approved government tools
• Monitors the progress of tickets and provides updated statuses to end users
• Supports ASD monthly reports
• Updates ASD SOPs
• Attends ACE training sessions to maintain proficiency
• Responds to ACE Command Center and War Room problem resolution requests
• Participates in internal and external meetings to remain versed in ACE
• Participates in necessary status calls to support day-to-day project activities
• Assists the Office of Information and Technology (OIT) in assessing systems risks due to cybersecurity threats and incidents on the trade community

Compensation & Benefits: The annual projected pay range for this position is $53,608.00 - $75,272.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location.

Oxley Enterprises, Inc. offers a full array of benefits including:

• Medical, dental, vision and prescription drug coverage for you and your family.
• Life Insurance, short-term disability and long-term disability paid for by the Company.
• Supplemental coverages including Accident, Critical Illness, and Hospital.
• Additional Life insurance coverage for you and your dependents.
• 401k plan with various options to select based on your retirement goals.

Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.

All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law.

If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information:

Subject Line: Accommodation Request

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We participate in the E-Verify program. http://www.dhs.gov/E-Verify