Help Desk Journeyman

***This position requires an active SECRET clearance or the ability to obtain a SECRET clearance to be considered. ***

Must reside in the DC, MD and VA area. Fully On-Site.

The Help Desk Journeyman will perform support services such as supporting user profile, password resets, company name and address changes, and general guidance of registering with DDTC.

Compensation & Benefits:

Estimated Starting Salary Range for Help Desk Journeyman: $73,636.54

Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

Help Desk 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 troubleshoot 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.
• Provides 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.
• Operates 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 job-related duties as assigned.

Help Desk Journeyman Experience, Education, Skills, Abilities requested:

• Minimum 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.
• Skilled 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.
• Skilled 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.
• Skilled in training end users on application functionality.
• Must pass pre-employment qualifications of Cherokee Federal

Company Information:

Cherokee Nation 3S (CN3S)] 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. [CN3S] is part of Cherokee Federal - a team of tribally owned federal contracting companies. For more information, visit cherokee-federal.com.

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List Keywords

1. Advanced technical support
2. Troubleshooting expertise
3. Ticket resolution
4. Systems administration
5. User training and guidance

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, Accommodation request, and Presidential EO 14042 Notice.