Helpdesk Support - Senior

O'Fallon, United States | Posted on 09/02/2026

We provide multi-industry IT solutions across the US and India, including commercial enterprises and state and federal government. Collaborating with clients to determine their business needs, we combine years of knowledge & expertise to develop a strategy that drives results and promotes growth. Our team is dedicated to guiding your business to the forefront through an innovative suite of customized, IT solutions.

CEdge has an opportunity for a Sr Help Desk Support located in Scott AFB, IL. If you are ready to work alongside World Renowned Technology experts, and carry the skills below, this is the opportunity that will inevitably take your career to unbelievable levels!

Estimated

Start Date:


16

Sept

Objective: Operate and sustain acontinuous, global service desk providing Tier II and Tier III technical assistance to TRAC2ES users worldwide. Ensure timely, accurate, and effectivesupport to maintain high system availability and support the Department of Defense’s global patient movement mission

• Maintain
  24/7/365 global Service Desk, with on-site personnel during core hours andremote 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 (Service Now, 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.
• Operatea structured triage process for incoming tickets: categorize, assign severity, initiate response workflow, and track through resolution.
• Document incidents in Service Now with details for root cause analysis and handoffto development teams.
• Trackand 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.

• Experience in Tier II/III technical support in a global, mission-critical environment.
• Familiarity with Service Now, Jira, and AWS Gov Cloud architecture.
• Strong incident management, ticket triage, and escalation skills.
• Knowledge of DoD security protocols, account management, and compliance standards.
• Excellent communication and documentation skills.
• Abilityto provide after hours on-call remote and on-site support.
• Abilityto work Hybrid- onsite/ client site delivery

Clearance - Secret Clearance

Mid Foundational with one of the following:

Education :
Bachelor's degree or higher in Computer Science, Information Technology, Engineering, Engineering Management, Management Information Systems, Mathematics, or related STEM degree program.

Minimum experience : 10+ years.

Full Benefits Package

10 Days PTO

6 Sick leaves

401K

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.