Helpdesk Specialist Journeyman

Job Description

Helpdesk Specialist Journeyman

Compensation & Benefits:

Helpdesk Specialist Journeyman Responsibilities Include:

• 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

Helpdesk Specialist Journeyman Experience, Education, Skills, Abilities requested:

• Bachelor's Degree and 3+ years IT support and/or systems help/service desk experience
• Must be a proficient user of Microsoft Office Suite programs including Word, PowerPoint, Excel, and Access, and have working knowledge of Microsoft SharePoint
• Experience with the following tools helpful: Jira, Confluence, Windows 7/10, Chrome, Firefox, and ServiceNow
• 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
• Knowledge of Agile Development Methodology
• 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.
• Experience training end users on application functionality

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Company Information:

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.