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.