Command Cyber Solutions

Job 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. The role involves managing help desk operations, scheduling workloads, and ensuring timely delivery of IT services.
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.
Qualifications:
Required:
• Bachelor’s degree in IT or Business related field, or equivalent professional experience.
• 7-10 years of experience.
• Active Secret Clearance (Required).
• Certified Scrum Master (Required).
• 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).
Preferred:
• ITIL v4 Foundation (Preferred).
Company:
Command Cyber Solutions (CCS) is an IT consulting company specializing in Cybersecurity Services and IT Support. Founded in 2016, the company is headquartered in Oklahoma City, USA, with a team of 51-200 employees. The company is currently Growth Stage.