Helpdesk Support - Senior

CEdge Inc; O’Fallon (MO); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Full Benefits Package

10 Days PTO

6 Sick leaves

401K

Job summary

CEdge Inc. in the United States seeks a Senior Help Desk Support professional to operate a 24/7 global service desk supporting TRAC2ES users worldwide. The role requires Tier II/III expertise, DoD security knowledge, and after-hours on-call availability.

Bachelor's degree and 10+ years' experience are expected. On-site/hybrid delivery at Scott AFB, IL. You will implement metrics, manage incidents, and coordinate multi-domain account provisioning with a dedicated focus on system availability and

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.

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

Communication

Documentation

On-call support

Education

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

Tools

ServiceNow

Jira

AWS GovCloud

Job description

O'Fallon, United States | Posted on 09/02/2026

We provide multi-industry IT solutions across the US and India, including commercial enterprises and state and federal government. Collaborating with clients to determine their business needs, we combine years of knowledge & expertise to develop a strategy that drives results and promotes growth. Our team is dedicated to guiding your business to the forefront through an innovative suite of customized, IT solutions.

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!

EstimatedStart Date: 16Sept

Objective: Operate and sustain acontinuous, global service desk providing Tier II and Tier III technicalassistance to TRAC2ES users worldwide. Ensure timely, accurate, and effectivesupport to maintain high system availability and support the Department ofDefense’s global patient movement mission

Key Responsibilities

• Maintain24/7/365 global Service Desk, with on-site personnel during core hours andremote support during non-core hours (on call)
• Providecontinuous operational availability and responsiveness to global users.
• Handleescalated technical issues, system support tasks, and mission-criticalincident resolution.
• Implementand maintain metrics-reporting tools (ServiceNow, Jira) for performanceanalysis and visualization.
• Producemonthly Service Desk Metrics Reports detailing ticket volume, resolutiontimes, SLA compliance, system availability, trend analysis, defect status,account changes, and incident summaries.
• Operatea structured triage process for incoming tickets: categorize, assignseverity, initiate response workflow, and track through resolution.
• Documentincidents in ServiceNow with details for root cause analysis and handoffto development teams.
• Trackand close tickets per standard process.
• Processaccount requests within defined timelines (standard: 1 business day;urgent: 4 hours).
• Coordinatenew user account provisioning based on mandatory training completion
• Monitoractive accounts and perform periodic access reviews for compliance.
• Coordinatemulti-domain account provisioning and maintain proper authorizationdocumentation.

Requirements

• Experiencein Tier II/III technical support in a global, mission-criticalenvironment.
• Familiaritywith ServiceNow, Jira, and AWS GovCloud architecture.
• Strongincident management, ticket triage, and escalation skills.
• Knowledgeof DoD security protocols, account management, and compliance standards.
• Excellentcommunication and documentation skills.
• Abilityto provide after hours on-call remote and on-site support.
• Abilityto work Hybrid- onsite/ client site delivery

Clearance - Secret Clearance

Mid Foundational with one of the following:

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.

WHAT’S IN IT FOR YOU?

Full Benefits Package

10 Days PTO

6 Sick leaves

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.