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 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
