Tier I Service Desk Agents provide the first line of customer support for the contract, offering 24x7x365 assistance to organizational employees, contractors, Participating Government Agencies (PGAs), and trade partners. Agents serve as the...
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 Govern...
Tier II Advanced Support Agents provide second-level technical support for the contract environment. They handle escalated incidents and requests that cannot be resolved at Tier I, offering advanced troubleshooting across the customer’s IT ...