Junior IT Help Desk: Global Tier II/III Support (Remote)

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 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.