Helpdesk Specialist Journeyman

Cherokee Federal•Washington, DC

10d

About The Position

Cherokee Nation System Solutions provides support, services, and solutions to federal and commercial customers. The company takes a personalized approach to solving our clients' toughest challenges, helping you make the most of your skills. Cherokee Nation System Solution is part of Cherokee Federal – a team of tribally owned federal contracting companies. For more information, visit cherokee-federal.com.

Requirements

Bachelor’s Degree and 3+ years IT support and/or systems help/service desk experience
Must be a US citizen and possess or be able to obtain/maintain a SECRET clearance
Must be a proficient user of Microsoft Office Suite programs including Word, PowerPoint, Excel, and Access, and have working knowledge of Microsoft SharePoint
Must be highly organized and have excellent oral and written communication skills
Ability to handle multiple tasks simultaneously
Experienced and proficient in working in a high-volume environment
Must have strong problem-solving and critical thinking skills
Ability to work positively, courteous, and professional with PM/DDTC application users and the public
Must have the ability to find innovative ways to resolve problems
Must have strong written and verbal skills
Ability to effectively articulate vision and mission to management and service support staff members
Ability to operate all office equipment including but not limited to: telephones, copy machines, fax machines, printers, and computers
Must be able to work independently with minimal supervision.

Nice To Haves

Experience with the following tools helpful: Jira, Confluence, Windows 7/10, Chrome, Firefox, and ServiceNow
Knowledge of Agile Development Methodology
Experience training end users on application functionality

Responsibilities

Performs Tier I support services such as supporting user profile, password resets, company name and address changes, and general guidance of registering with DDTC; seeking commodity jurisdiction (CJ's), advisory opinions (AO’s), and determinations; and applying for export licenses and agreements
Performs Tier I troubleshooting for existing PM/DDTC applications, provides support to internal and external users on application issues and problems, identifies system deficiencies/bugs, and recommends and develops solutions, when possible
Incident point of contact for PM/DDTC application users
Answers specific questions about DDTC regulations and procedures, and seeks guidance from licensing, agreement and registration officers regarding queries that cannot be certainly answered
Elevates complex issues/problems to management staff or appropriate PM/DDTC department officers for resolution, as applicable
Serves as the collection point for public comment on Federal Register notices
Maintains detailed logs of issues and resolutions in PM/DDTC’s ITSM application, and uses them to improve the ITSM knowledge base
Follows established PM/DDTC’s standard operating procedures (SOP’s) and SLA’s, and assists in the development of required document deliverables for existing applications
Assists users with navigating around PM/DDTC applications
Delivers consistently high levels of customer service
Performs and verifies successful PM/DDTC data transfers to and from inter-agencies and other departments
Works with PM/DDTC’s Help Desk Manager, Network Specialists, System Engineers, IRM staff, and other department staff to troubleshoot and resolve any data transfer issues
Ensures that PM/DDTC’s Help Desk Manager is made aware of potential system problems, security issues, and/or Tier II and II user issues
Adds feedback to PM/DDTC’s IT Systems Morning Report
Ability to operate all office equipment including but not limited to: telephones, copy machines, fax machines, printers, and computers
Assists Help Desk Entry Level with desktop support, as needed
Performs other administrative/escort duties as assigned
May be required to travel within CONUS