Global Helpdesk Specialist - Tier II/III Support

CEDGE, INC.; Shiloh (IL); On-site; USD 60,000 - 65,000; Full time

Job summary

CEDGE, INC. is seeking a Junior Helpdesk Specialist to operate a 24/7 global service desk supporting DoD mission-critical systems. The role emphasizes incident triage, escalation, and on-call coverage with hybrid onsite/client-site delivery.

You will work with ServiceNow and Jira for ticketing and metrics, ensuring rapid resolution and adherence to security standards while maintaining high system availability across DoD environments.

Qualifications

• Experience in Tier II/III technical support in a global, mission-critical environment.
• Familiarity with ServiceNow, Jira, and AWS GovCloud architecture.
• Strong incident management, ticket triage, and escalation skills.
• Knowledge of DoD security protocols, account management, and compliance standards.
• Excellent communication and documentation skills.
• Ability to provide after hours on-call remote and on-site support.
• Ability to work Hybrid- onsite/ client site delivery.

Responsibilities

• Maintain 24/7/365 global Service Desk, with on-site personnel during core hours and remote support during non-core hours (on call)
• Provide continuous operational availability and responsiveness to global users.
• Handle escalated technical issues, system support tasks, and mission-critical incident resolution.
• Implement and maintain metrics-reporting tools (ServiceNow, Jira) for performance analysis and visualization.
• Produce monthly Service Desk Metrics Reports detailing ticket volume, resolution times, SLA compliance, system availability, trend analysis, defect status, account changes, and incident summaries.
• Operate a structured triage process for incoming tickets: categorize, assign severity, initiate response workflow, and track through resolution.
• Document incidents in ServiceNow with details for root cause analysis and handoff to development teams.
• Track and close tickets per standard process.
• Process account requests within defined timelines (standard: 1 business day; urgent: 4 hours).
• Coordinate new user account provisioning based on mandatory training completion
• Monitor active accounts and perform periodic access reviews for compliance.
• Coordinate multi-domain account provisioning and maintain proper authorization documentation.

Skills

ServiceNow

Jira

AWS GovCloud

DoD security protocols

Incident management

Communication

Troubleshooting

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Jira

Job description

CEDGE, INC. is seeking a Junior Helpdesk Specialist to operate a 24/7 global service desk supporting DoD mission-critical systems. The role emphasizes incident triage, escalation, and on-call coverage with hybrid onsite/client-site delivery.

You will work with ServiceNow and Jira for ticketing and metrics, ensuring rapid resolution and adherence to security standards while maintaining high system availability across DoD environments.