> Markdown version of [/jobs/ext/4513726-helpdesk-specialist-junior](https://www.wearedevelopers.com/jobs/ext/4513726-helpdesk-specialist-junior). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Helpdesk Specialist Junior

- **Company:** CEdge Inc
- **Location:** Scott Air Force Base, IL, United States
- **Experience:** Starter
- **Salary:** $60,000.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Amazon Web Services, JIRA, System Availability, Information Technology, Tools for Reporting, Servicenow
- **Published:** November 1, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=6cbd0baddc491627

## About the Role

* 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.

## 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.