Helpdesk Specialist Junior

RiseMe; Illinois; Hybrid; USD 75,000 - 110,000; Full time

Job summary

RiseMe seeks a seasoned Service Desk Lead to manage a 24/7 global Tier II/III support operation supporting DoD missions. You will ensure high availability, triage incidents, and coordinate provisioning across multi-domain accounts.

Responsibilities include escalating complex issues, maintaining ServiceNow metrics, and delivering after-hours on-call support in a hybrid onsite/ client-site delivery model. Strong documentation and compliance knowledge are essential.

Qualifications

• Requires experience in global, mission-critical support environments.
• Proficient with ServiceNow, Jira, and AWS GovCloud architecture.
• Strong incident management, triage, and escalation skills.
• Knowledge of DoD security protocols and compliance standards.
• Excellent written and verbal communication and documentation skills.
• Able to support after-hours on-call remote and on-site.
• Experience in Hybrid onsite/client-site delivery.

Responsibilities

• Operate a 24/7 global Service Desk with on-site core hours and remote off hours.
• Maintain operational availability and respond to global user needs.
• Handle escalated issues and incident resolution for mission-critical systems.
• Implement and maintain metrics using ServiceNow and Jira for performance analysis.
• Produce monthly Service Desk metrics reports on tickets, SLA, and uptime.
• Triage incoming tickets, categorize, assign severity, and track to resolution.
• Document incidents in ServiceNow for root-cause analysis and handoff to dev teams.
• Track and close tickets per standard process.
• Process account requests within defined timelines (1 day standard; 4 hours urgent).
• Coordinate new user provisioning after training completion; monitor accounts; perform access reviews.

Skills

Tier II/III support

Incident management

ServiceNow

Jira

AWS GovCloud

DoD security compliance

Communication

On-call support

Hybrid delivery

Education

Bachelor's degree or higher in CS/IT/Engineering/related STEM

Tools

ServiceNow

Jira

AWS GovCloud

Job description

Operate and sustain a continuous, global service desk providing Tier II and Tier III technical assistance to Client's users worldwide. Ensure timely, accurate, and effective support to maintain high system availability and support the Department of Defense’s global patient movement mission.

Key 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.

Requirements

• 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

Clearance - Secret Clearance

Mid Foundational with one of the following:

• Cloud+
• GICSP
• GSEC
• Security+
• SSCP

Education : Bachelor's degree or higher in Computer Science, Information Technology, Engineering, Engineering Management, Management Information Systems, Mathematics, or related STEM degree program.

Minimum experience : 1-4years.