Helpdesk Support - Junior

CEdge Inc.; O'Fallon (IL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Full Benefits Package

10 Days PTO

7 Sick leaves

11 Federal Holidays

401K

Job summary

CEdge Inc. in Illinois seeks a Jr. Help Desk Support to deliver Tier II/III technical assistance as part of a 24/7 global service desk, serving DoD-related users worldwide from Scott AFB.

You will engage in incident triage, escalation, and on-call duties while documenting issues in ServiceNow and coordinating access provisioning. Qualifications include a Bachelor’s degree in a STEM field, DoD security awareness, and experience with ServiceNow/Jira/AWS GovCloud.

Qualifications

• Experience in Tier II/III technical support in a global, mission-critical environment.
• Familiarity with ServiceNow, Jira, and AWS GovCloud.
• 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 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

Tier II/III support

Incident management

On-call support

Hybrid delivery

Documentation

Education

Bachelor's degree or higher in Computer Science/IT/Engineering

Tools

ServiceNow

Jira

AWS GovCloud

Job description

CEdge has an opportunity for a Jr. Help Desk Support located in Scott AFB, IL. If you are ready to work alongside World Renowned Technology experts, and carry the skills below, this is the opportunity that will inevitably take your career to unbelievable levels!

Estimated Start Date: 16 Oct

Objective

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.

Benefits

• Full Benefits Package
• 10 Days PTO
• 7 Sick leaves
• 11 Federal Holidays
• 401K

WHO ARE WE?

CEdge Inc is an innovative IT consulting firm, and a strategic business partner. We offer IT solutions to Federal and State government, as well as, Commercial Enterprises throughout the United States. Our main objective is to create an integrity-based culture that takes pride in working as a collaborative team that focuses on growth and is driven by the desire to provide purely ethical services for both our clients and teammates.