Support Jobs in Scott AFB, IL

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Helpdesk Specialist Junior

CEDGE, INC. Scott AFB, IL

Scott AFB, IL

Today

$60k - $65k/yr Full time Aws Govcloud Cloud Data Integration

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Job Description

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

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