Helpdesk Support - Senior

CEdge Inc.; O'Fallon (IL); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Full Benefits Package

10 days PTO

6 Sick leaves

11 Federal Holidays

401K

Job summary

CEdge Inc in Scott AFB, IL, seeks a Sr Help Desk Support to operate a 24/7/365 global service desk delivering Tier II/III tech assistance to TRAC2ES users.

The role requires a Secret DoD clearance, a Bachelor's degree, and 10+ years of experience. You will work hybrid onsite/client site delivery, using ServiceNow, Jira, and AWS GovCloud, with a full benefits package and generous time off.

Qualifications

• 10+ years of experience in Tier II/III global service desk.
• Experience with DoD or government security standards.
• Bachelor's degree required.

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

Tier II/III support

Incident management

On-call support

Communication skills

Documentation skills

Hybrid/onsite delivery

Education

Bachelor's degree in a related STEM field

Tools

ServiceNow

Jira

AWS GovCloud

Job description

CEdge has an opportunity for a Sr 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 Sept

Objective: Operate and sustain a continuous, global service desk providing Tier II and Tier III technical assistance to TRAC2ES 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 : 10+ years.

Benefits

WHAT’S IN IT FOR YOU?

Full Benefits Package

10 Days PTO

6 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.