Job Description
The Service Desk Analyst II in our ASD team serves as the first point of contact for our Company and our Customers day to day IT related requests/incidents related to the ACE Secure Data Portal in a 24/7/365 call center environment. Primary job function is to provide high level of customer support to CBP, Private Government Agencies, and the Trade Community (36,000 companies with 145,000 plus users (brokers, carriers, filers, importers, exporters, protest filers, etc.)) for issues effecting the ACE (Automated Commercial Environment) application designed to automate border processing, enhance border security, and foster the Nation’s Economic security through lawful international trade and travel. Qualified candidates must be self-motivated, organized, and have strong customer relations and troubleshooting skills.
RESPONSIBILITIES:
Responsibilities: Provide technical assistance and support over the phone and via email for incoming queries and issues related to computer systems, website and software. Respond to email messages, web inquiries, and or phone calls for customers seeking help with the ACE Secure Data Portal functionality. Logs all request into the Government tracking system (Remedy) and monitors them for resolution Assist new customers by guiding them to the ACE Secure Data Portal and helping them with the application process. Assist the trade community with questions/requests/issues related to EDI (Electronic data Interface) and ABI (Automated Broker Interface). Administer account restorations, modifications and password resets Perform system administrative functions by establishing and modifying Trade Company Accounts in accordance with CBP documented policies. Educate customers on the use of the ACE Secure Data Portal application when needed particularly on creating and running reports, manifests, and modifying account profiles. Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner Follow up with customers to ensure issue has been resolved Serve as an escalation point for Analyst I Act as a trainer and mentor for Analyst I Knowledge and skills: Strong customer relationship focus Excellent listening and communications skills Working knowledge of the ACE Secure Data Portal application functions Strong understanding of CBP’s role in Imports and Exports. Working knowledge of Microsoft products such as Outlook, Word, Excel, etc. Detail oriented and well organized Strong troubleshooting and problem resolution skills Ability to accurately document reported issues/requests Ability to multitask Self-motivated Multilingual (Spanish, English) a plus Education and work experience: High School Diploma Certificate in computer or IT related area of study or equivalent preferred 2+ years industry experience, support center or helpdesk preferred 2+ years’ experience with the ACE Secure Data Portal and functionality preferred. MCSA (Microsoft Certified Systems Administrator) preferred Security+ Certification preferred Basic understanding of networks and servers architecture
Clearance Requirement: Must pass a DHS/CBP back ground investigation Location: Springfield, VA
Patriot, LLC is committed to a drug-free workplace. As such, the Company conducts pre-employment, reasonable cause, random and contract-mandated testing in accordance with federal and state law.
Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
EOE Minority/Female/Disabled/Veteran
About Patriot LLC:
Patriot LLC (Patriot), located in Columbia, Maryland is an established, privately held government and commercial services Contractor with dedicated employees who bring relevant, responsive and adaptive solutions to our customers.
In 2014, Patriot’s CEO Anthony Russo was recognized as a Circle of Excellence Smart CEO Finalist and was profiled in the November/December issue of SmartCEO magazine. The Circle of Excellence Awards program recognizes CEOs who have succeeded in taking an aspect of their businesses to a level most companies rarely achieve.
In 2013, we received the Baltimore Business Journal’s award for being the largest veteran owned business based in the Baltimore area. In 2012, we received the 2012 Best in Columbia for our work in the areas of Computer Integrated Systems Design.
In 2011, we received the Best of Maryland Award. Today, with multiple government and commercial Programs, our Core Competencies have evolved in several key operational, technical and program support areas.
As a value-added partner, we provide our government and commercial customers with the quality assurance, performance-based and program management credentials required for a maximum Return on Investment (ROI), and sustainable strategic advantages, for both the short and long terms.
Lastly, as a “verified” Service-Disabled Veteran Owned Small Business (SDVOSB) and a Maryland Department of Transportation (MDOT) Minority/Disadvantaged Business Entity (MBE/DBE), Patriot is committed to delivering the highest quality personnel, most innovative approaches wrapped in state-of-the-art solutions using the latest and most advanced technologies available.
Company website: http://www.patriotllc.net/
Company address: 9520 Berger Road Suite 212 Columbia MD 21046
Company Description
Patriot, LLC is committed to a drug-free workplace. As such, the Company conducts pre-employment, reasonable cause, random and contract-mandated testing in accordance with federal and state law. Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. About Patriot LLC: Patriot LLC (Patriot), located in Columbia, Maryland is an established, privately held government and commercial services Contractor with dedicated employees who bring relevant, responsive and adaptive solutions to our customers. In 2014, Patriot’s CEO Anthony Russo was recognized as a Circle of Excellence Smart CEO Finalist and was profiled in the November/December issue of SmartCEO magazine. The Circle of Excellence Awards program recognizes CEOs who have succeeded in taking an aspect of their businesses to a level most companies rarely achieve. In 2013, we received the Baltimore Business Journal’s award for being the largest veteran owned business based in the Baltimore area. In 2012, we received the 2012 Best in Columbia for our work in the areas of Computer Integrated Systems Design. In 2011, we received the Best of Maryland Award. Today, with multiple government and commercial Programs, our Core Competencies have evolved in several key operational, technical and program support areas. As a value-added partner, we provide our government and commercial customers with the quality assurance, performance-based and program management credentials required for a maximum Return on Investment (ROI), and sustainable strategic advantages, for both the short and long terms. Lastly, as a “verified” Service-Disabled Veteran Owned Small Business (SDVOSB) and a Maryland Department of Transportation (MDOT) Minority/Disadvantaged Business Entity (MBE/DBE), Patriot is committed to delivering the highest quality personnel, most innovative approaches wrapped in state-of-the-art solutions using the latest and most advanced technologies available. Company website: http://www.patriotllc.net/ Company address: 9520 Berger Road Suite 212 Columbia MD 21046