Help Desk Scheduler

Help Desk Scheduler

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 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).

Why Join Command Cyber Solutions:

We recognize that our success begins with our people. We are dedicated to fostering a professional, collaborative, and growth-oriented environment where employees are empowered to excel and advance their careers, CCS offers opportunities to contribute to high-impact federal initiatives, supported by robust professional development programs, competitive compensation, comprehensive benefits, and flexible work arrangements. We prioritize investing in our workforce, ensuring each team member has the resources, support, and career pathways to achieve long-term success while delivering meaningful results for our clients.

Culture:

At CCS, you'll be a part of a team that genuinely supports one another and where leadership is invested in the well-being and success of every employee. We foster a work culture where people are valued for who they are, not just what they do, and where your career goals are taken seriously. You'll be encouraged to grow through mentorship, hands-on experience, and access to continued learning opportunities that align with your aspirations. Whether you're looking to deepen your expertise, earn new certifications, or take on leadership roles, CCS provides the environment and support to help you get there. Leadership is approachable, collaboration is natural, and success is shared. At CCS, you're not just joining a company; you're joining a community committed to your growth and success.

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.

EEO Statement:

Command Cyber Solutions, LLC is an equal opportunity employer. Command Cyber solutions, LLC does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law.