Helpdesk Support - Junior

·       Estimated
Start Date:  16
Oct

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
  

Mid Foundational with one of the following:

·        Cloud+

·        GICSP

·        GSEC

·        Security+

·        SSCP

Benefits

Benefits

WHAT’S IN IT FOR YOU?

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.