Helpdesk Specialist Journeyman

Serve as a Tier I helpdesk specialist supporting PM/DDTC applications and user needs from a Washington, DC onsite environment.

Responsibilities

• Provide Tier I troubleshooting for existing PM/DDTC applications, including support for internal and external users encountering application issues
• Identify system deficiencies and bugs, and recommend or develop solutions when possible
• Act as the incident point of contact for PM/DDTC application users
• Answer questions on DDTC regulations and procedures; coordinate with licensing, agreement and registration officers when queries cannot be answered with certainty
• Escalate complex issues to management staff or appropriate PM/DDTC department officers for resolution
• Serve as the collection point for public comment on Federal Register notices
• Maintain detailed logs of issues and resolutions in PM/DDTC’s ITSM tool and use them to improve the ITSM knowledge base
• Follow PM/DDTC standard operating procedures (SOPs) and SLAs; assist with required document deliverables for existing applications
• Assist users with navigating around PM/DDTC applications
• Deliver consistently high levels of customer service
• Perform and verify successful PM/DDTC data transfers to and from inter-agencies and other departments
• Collaborate with Help Desk Manager, Network Specialists, System Engineers, IRM staff, and other teams to troubleshoot and resolve data transfer issues
• Ensure the Help Desk Manager is informed about potential system problems, security concerns, and/or Tier II and Tier II user issues
• Add feedback to PM/DDTC’s IT Systems Morning Report
• Operate office equipment including telephones, copy machines, fax machines, printers, and computers
• Assist Help Desk Entry Level with desktop support, as needed
• Support other administrative and escort duties as assigned
• May require travel within CONUS
• Perform other job-related duties as assigned

Requirements

• Bachelor’s Degree and 3+ years of IT support and/or systems help/service desk experience
• Active Secret clearance requirement
• Must be a U.S. citizen and possess or be able to obtain/maintain a Secret clearance (government contract restricts eligibility to U.S. citizens or legal permanent residents; documentation required)
• Proficient with Microsoft Office Suite including Word, PowerPoint, Excel, and Access; working knowledge of Microsoft SharePoint
• Helpful experience with Jira, Confluence, Windows 7/10, Chrome, Firefox, and ServiceNow
• Ability to handle multiple tasks simultaneously
• Experience working in a high-volume environment
• Ability to work with PM/DDTC application users and the public in a positive, courteous, professional manner
• Ability to find innovative ways to resolve problems
• Ability to effectively articulate vision and mission to management and service support staff
• Knowledge of Agile Development Methodology
• Ability to work independently with minimal supervision
• Experience training end users on application functionality
• Physical requirements: prolonged sitting at a desk and working on a computer; may occasionally need to stand or move around the office for extended periods
• Must pass pre-employment qualifications of Cherokee Federal

Technologies

• PM/DDTC applications
• DDTC regulations and procedures
• ITSM
• Microsoft Office Suite (Word, PowerPoint, Excel, Access)
• Microsoft SharePoint
• Jira, Confluence
• Windows 7/10
• Chrome, Firefox
• ServiceNow
• Agile Development Methodology

Benefits

• Up to 6% 401(k) company match
• Paid time off
• Medical, dental, and vision insurance, plus prescription drug coverage
• Basic life and AD&D insurance, with supplemental life options
• Short-term and long-term disability coverage
• Paid holidays
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Professional development, training, and certification support
• Voluntary benefits including accident, critical illness, and identity theft protection

Work Environment

• Work performed primarily in a climate-controlled environment

Location & Compensation

• Location: Washington, DC (onsite)
• Salary: USD 70,000 - 78,000 per year
• Supervisory responsibilities: None (no supervisory/management authority)