Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Starter

Experience required

1 year minimum

Compensation

$60,000.0 - $65,000.0

Working hours

Regular working hours

Job source

www.indeed.com

Tech stack

Multitier Architecture Amazon Web Services JIRA System Availability Information Technology Tools for Reporting Servicenow

Job description

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

Apply for this position

This job is hosted externally. Click below to view the full posting and apply.

Apply on www.indeed.com

Prepare application

• Draft this with your agent
• Open in Claude
• Open in ChatGPT
• Copy prompt