Position Title: Help Desk SchedulerLocation: Hill AFB, UT (On-site required)Salary: $120,000.00 +Clearance: Secret Clearance RequiredPosition Summary:Command Cyber Solutions is looking for a Help Desk Scheduler to support HILL COMPONENT ENTERPRISE DATA CENTER (CEDC) IT OPERATIONS AND MAINTENANCE SERVICES located at Hill Air Force Base, Utah (HAFB). This program aims to modernize legacy USAF network infrastructure and migrate services into a new AWS Cloud Environment.
Essential Duties & Responsibilities:- Support a limited Help Desk for the Hill CEDC and its customer programs.
- Serve as the central point of contact for customers seeking status updates or scheduling information.
- Triage incident and work order tickets for classification and priority.
- Perform Automated Information System (AIS) updates where required.
- Perform sprint-based scheduling of all workloads received to ensure timely delivery of all Hill CEDC requirements in accordance with (IAW) Appendix D.
- Perform scheduling IAW GAO scheduling best practices, the DCMA 14-point schedule inspection (schedule health metrics), and local Hill CEDC direction.
- Schedule and track incident and work order tickets in accordance with the priority criteria and required SLAs.
- Field phone calls and submit, assign, manage, and prioritize work orders and incident tickets in the Government-provided TAIS/PAIS, with input from the Government.
- Assist in first-line investigation and diagnosis of incidents and service requests.
- Escalate incidents and service requests that cannot be resolved within agreed SLAs.
- Close all resolved incidents, service requests, and other calls.
- Support sprint execution and planning; maintain sprint artifacts and schedules.
- Update the IT Service Management and Configuration Management System using ITIL best practices and organization processes.
- Communicate with users regarding status, scheduling, anticipated downtime, and resolution.
- Provide metrics for Key Performance Indicators (KPIs).
- Performs other related duties as assigned.
Education, Certification & Experience Requirements:Education Required:- Bachelor's degree in IT or Business related field, or equivalent professional experience.
- 7-10 years of experience.
Certifications: - Active Secret Clearance (Required).
- Certified Scrum Master (Required).
- ITIL v4 Foundation (Preferred).
Knowledge, Skills and Abilities:- Strong communication and coordination skills, with a strong customer-service orientation as the central point of contact.
- Familiarity with IT Service Management (ITSM) and ITIL best practices.
- Experience with ticketing systems and Automated Information Systems (e.g., TAIS/PAIS).
- Ability to triage and prioritize incidents and work orders against defined priority and completion-time criteria.
- Sprint-based / Agile scheduling experience; familiarity with GAO scheduling best practices and the DCMA 14-point schedule health metrics.
- Problem-solving skills with the ability to anticipate and resolve issues before they affect productivity.
- Proficiency with Windows-based applications (Word, Excel, and PowerPoint).
Benefits:We offer a comprehensive benefits package designed to support the health, financial security, and overall well-being of our employees and their families. Our offerings include medical and prescription drug plans, dental coverage, group life insurance, and options for supplemental life insurance to provide additional protection. We also provide short-term and long-term disability insurance, flexible spending accounts, and employee assistance programs to help employees manage personal and professional needs. Our package also includes identity theft protection and a competitive 401(k) retirement savings plan with company contributions, giving employees valuable resources to protect their future and achieve long-term financial goals.
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