· 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
BenefitsBenefits
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.
Skills Required
- Tier II or Tier III technical support experience 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 in a hybrid on-site/client-site delivery environment
- Secret security clearance
- Cloud+, GICSP, GSEC, Security+, or SSCP certification
- Bachelor's degree or higher in Computer Science, Information Technology, Engineering, Engineering Management, Management Information Systems, Mathematics, or a related STEM field
- 10+ years of experience
What We Do
Founded in 2004, CEdge is Minority Owned, St. Louis business company with a dedicated team of enterprise solutions architects and experienced technology professionals. Our Management and advisory board has exceptional leaders with several years of experience in commercial and federal sector. CEdge is built to be more responsive and innovative than larger competitors, while offering a depth of talent, capabilities, and experience that smaller companies just can’t match. We work closely with our customers to explore all appropriate technology options to find the best solution. This unique approach to systems integration, combined with our use of agile methodologies and open-source technology, gives our talented and experienced consultants the insight and tools they need to take government IT solutions to a whole new level
