Helpdesk Specialist Journeyman

Performs Tier I support services such as supporting user profile, password resets, 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.

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

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.

• 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.

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.

No supervisory/management authority

• 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…