Helpdesk Specialist Junior

As a Junior Helpdesk Specialist, you will support a 24/7/365 global service desk for Client users worldwide, providing Tier II and Tier III technical assistance and helping resolve mission-critical incidents. This hybrid role is based at Scott AFB, IL and focuses on operational responsiveness, structured triage, and DoD-aligned security and account management.

Service Desk Operations (24/7/365)

• Maintain a 24/7/365 global Service Desk, with on-site coverage 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.

Ticket Triage, Escalation, and Documentation

• Use a structured triage process for incoming tickets, including categorization, severity assignment, initiation of the response workflow, and tracking tickets through resolution.
• Document incidents in ServiceNow with sufficient detail to support root cause analysis and handoff to development teams.
• Track and close tickets according to standard process.

Metrics Reporting and Performance Analysis

• Implement and maintain metrics-reporting tools for performance analysis and visualization using ServiceNow and Jira.
• Produce monthly Service Desk Metrics Reports including ticket volume, resolution times, SLA compliance, system availability, trend analysis, defect status, account changes, and incident summaries.

Account Management and Access Coordination

• 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.

Location and Support Model

• Hybrid- onsite/client site delivery in Scott AFB, IL.
• Ability to provide after-hours on-call remote and on-site support.

Required Experience and Qualifications

• At least 1 year of 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.

Education

• Bachelor’s degree or higher in Computer Science, Information Technology, Engineering, Engineering Management, or Management.

Technologies

• ServiceNow
• Jira
• AWS GovCloud

Clearance and Foundational Certification

• Clearance: Secret Clearance
• Mid Foundational (one required): Cloud+, GICSP, GSEC, Security+, or SSCP

Compensation

• Salary: USD 60,000 - 65,000 per year