***THIS POSITION REQUIRES AN ACTIVE SECRET CLEARANCE ***

SUMMARY

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

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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

EDUCATION AND EXPERIENCE

• A Bachelor’s Degree in Computer Science
• 3+ years IT support and/or systems help/service desk experience

KNOWLEDGE, SKILLS AND ABILITIES

• This position requires an active Secret Clearance.
• Must be a US Citizen.
• Successfully pass a federal background check and a drug screen.
• 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

WORK ENVIRONMENT

• This position is Remote.
• Cherokee Federal employees are included as covered employees in U.S. Presidential Executive Order 14042, which mandates Covid vaccines for federal contractors. Executive Order 14042 is currently blocked from enforcement pending court proceedings. Therefore, Cherokee Federal is halting the application of the mandate; however, if the injunction is lifted, Cherokee Federal will restore administration of the vaccine requirement.

• Please Note: This position is pending a contract award.

  If you are interested in a future with Cherokee Federal, APPLY TODAY! Although this is not an approved position, we are accepting applications for future or anticipated needs.

Estimated Starting Salary Range: $28.81 to $30.00 hourly

CNMS offers a competitive benefit package, including medical, dental, and vision plans for regular full-time employees, 401(k) with 100% match up to 6%, life insurance, paid time off and more. Paid sick leave is provided in accordance with applicable law.

Join the team who values your skills and expertise. Cherokee Nation Mission Solutions (CNMS) is a solutions-driven global powerhouse that assists customers who need technical and professional teams, cross-border program coordination, call center management and facilities support. CNMS hires people who help us give customers the support they deserve and the quality they expect from our team – a team of experts, like you.

Cherokee Nation Mission Solutions is part of Cherokee Federal – a team of tribally owned federal contracting companies focused on building solutions, solving complex challenges, and serving the nation’s mission around the globe for more than 60 federal clients. For more information, visit cherokee-federal.com .

ABOUT THE TEAM

Cherokee Federal is a division of Cherokee Nation Businesses, the economic engine of Cherokee Nation, the largest Native American tribe in the U.S. As a trusted partner, the Cherokee Federal team of companies manages nearly 2,000 projects of all sizes across the construction, engineering and manufacturing and mission solutions portfolios — ranging from advanced data analytics and telehealth to cybersecurity, cloud and logistics.

Since 2012, our team of companies has won $6 billion in government contracts and completed more than 5,300 federal missions. Our 3,600+ employees work in 20+ countries, 50 states and 2 U.S. territories.

Why Cherokee Federal? Visit cherokee-federal.com to learn why you should join our team!

Compliance

Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment and we prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status or for inquiring about, discussing, or disclosing compensation. If you’d like more information about your EEO rights as an applicant under the law, please copy and paste the links to the following two sites: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/ofccp_eeo_supplement_final_jrf_qa_508c.pdf

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may e-mail CNB.Compliance@cn-bus.com for assistance. This email address is for accommodation requests only and cannot be used to inquire about the application process or status. Please do not send email request pertaining to recruiting as this email box is not for resumes or follow up on job applications.

For Pay Transparency Non Discrimination provision, please copy and paste the following link: https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

We maintain an Affirmative Action Plan for proactively seeking employment and advancement for qualified protected veterans and individuals with disabilities. Upon request, we will schedule time Tuesdays – Thursdays from 10:00am – 2:00pm CST to make applicable Affirmative Action Plans accessible. Please submit a written request with the email subject line: 2021 Request to View Affirmative Action Plan to the Compliance Administrator at CNB.Compliance@cn-bus.com .

#CHEROKEEFEDERAL

#LI-AP1

#LI-REMOTE