Helpdesk Support - Senior

·       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
  

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

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.