Helpdesk Specialist Journeyman

Cherokee Federal; Washington (District of Columbia); On-site; USD 70,000 - 78,000; Full time

Benefits offered by this job

401(k) match

Paid time off

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability coverage

Paid holidays

EAP

FSA/HSA

Professional development

Certification support

Job summary

Cherokee Federal is seeking a Help Desk Specialist Journeyman to provide Tier I support for PM/DDTC applications and help internal and external users with issues. You will log incidents, follow SOPs, and assist in data transfers with inter-agencies.

A 3+ year IT support background, US citizenship, and ability to obtain a SECRET clearance are required. Offering a starting salary around $70,000 with potential for growth; benefits include 401(k) match, PTO, and health coverage.

Qualifications

• Bachelor's degree and 3+ years IT support or help desk experience.
• US citizenship and ability to obtain/maintain SECRET clearance.
• Proficient in Microsoft Office Suite and SharePoint.
• Experience with Jira, Confluence, Windows OS, browsers, and ServiceNow.

Responsibilities

• Provide Tier I support for PM/DDTC applications and assist users.
• Act as incident POC and escalate complex issues to appropriate teams.
• Maintain logs and contribute to knowledge base updates.
• Follow SOPs, SLAs, and assist in delivering document deliverables.
• Assist with data transfers and coordination with inter-agencies.

Skills

Microsoft Office

SharePoint

Jira

Confluence

ServiceNow

Multi-tasking

Customer service

Education

Bachelor's Degree

Tools

Windows 7/10

Chrome

Firefox

Job description

Position Summary:

Performs Tier I support services such as supporting user profile, passwordresets, company nameand address changes, and general guidance of registering with DDTC; seeking commodity jurisdiction (CJ's),advisory opinions (AO’s), and determinations; and applying forexport licenses and agreements.

Compensation & Benefits:

Starting Salary Range for Help Desk Specialist Journeyman:$70,000

Benefits That Set Us Apart

When considering your next opportunity, compensation is only part of the picture. We offer a benefits package designed to invest in your future and support your life outside of work.

Highlights include:

• Up to a 6% 401(k) company match to help you build long-term financial security
• Paid time off as part of our comprehensive benefits package, so you have the flexibility to rest, recharge, and enjoy what matters most
• 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

Because taking care of our employees isn't just a promise, it's part of who we are.

Benefits are subject to change and eligibility requirements apply.

Essential Functions, Duties & Responsibilities:

Includes the following:

• 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
• Perform other job-related duties as assigned.

Supervisory Responsibilities:

No supervisory/management authority

Basic Qualifications:

• 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
• Experience with the following tools helpful: Jira, Confluence, Windows 7/10, Chrome, Firefox, and ServiceNow
• Ability to handle multiple tasks simultaneously
• Experienced and proficient in working in a high-volume environment
• 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
• Must be able to work independently with minimal supervision.
• Experience training end users on application functionality
• Must be a US Citizen.
• This position requires an active Secret clearance.
• Prolonged periods of sitting at a desk and working on a computer; may occasionally require standing or moving about the office for extended periods.
• Must pass pre-employment qualifications of Cherokee Federal.

Work Environment:

Work is performed primarily in a climate-controlled environment.

Company Information:

Behind every government mission stands skilled, mission-driven talent: people whose expertise and dedication turn complex challenges into successful outcomes. Cherokee Nation System Solutions LLC, part of Cherokee Federal, the federal contracting division of Cherokee Nation Businesses, is that team. We modernize aging systems, deliver care where it's needed most, and keep missions supplied, staffed, and moving across defense, intelligence, and civilian agencies. For more than 60 federal clients, we take on the work others won't, and deliver where it counts. If that is the kind of work you're looking for, you've found your team. Learn more at cherokee-federal.com.

#CherokeeFederal #LI-DH1

Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

Legal Disclaimer:All qualified applicants will receive consideration for employment without regard to protected veteran status, disability or any other status protected under applicable federal, state or local law.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.

In compliance with Washington D.C.'s Wage Transparency Act, the estimated annual salary range for this position is $70,000 – $78,000. Actual compensation is based on qualifications and experience.

Equal Employment Opportunity (EEO) Statement

Cherokee Federal is a federal contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA). As required by VEVRAA, we take affirmative action to employ and advance in employment qualified protected veterans. Protected veterans are encouraged to self-identify during the application process.

Cherokee Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities in compliance with Section 503 of the Rehabilitation Act. Qualified individuals with disabilities are encouraged to self-identify during the application process.

Reasonable accommodations are available to qualified individuals with disabilities or those with sincerely held religious beliefs. To request an accommodation in the application or interview process, please contact Human Resources at [e-mail].

This position is subject to pre-employment drug testing. Cherokee Federal maintains a drug-free workplace in accordance with applicable federal and state laws and regulations.

This position may be contingent upon the successful completion of a background investigation. The scope of the investigation will be commensurate with position requirements and applicable law.