Help Desk Specialist
About The Position
TechFlow Inc. is seeking a Help Desk Specialist to support a critical DOD program. This role involves powering a platform that securely collects, analyzes, reports, and exchanges data from Transportation Security Equipment. As a front-line resource for end users, you will provide responsive technical support to ensure the continued availability and performance of mission-critical systems. You will collaborate with systems administrators, cybersecurity personnel, and government stakeholders in a dynamic, highly technical government setting. This position is Hybrid Remote, requiring the ability to attend in-person meetings in the Northern VA/DC Metro area.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 2+ years of experience in a help desk, desktop support, or IT support role.
- Familiarity with ITIL frameworks and help desk best practices.
- Proficiency with Windows operating systems, Microsoft Office 365, and common enterprise desktop applications.
- Experience with help desk ticketing systems (e.g., Remedy, ServiceNow, or equivalent).
- Working knowledge of PC hardware, peripherals, and LAN/network fundamentals.
- Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues under pressure.
- Ability to obtain Public Trust Security Clearance.
Nice To Haves
- Experience supporting users in a government or DoD environment preferred.
- CompTIA A+, CompTIA Security+, or equivalent certification preferred.
Responsibilities
- Provide first and second-tier technical support to end users for PC, server, and mainframe applications and hardware.
- Respond to and diagnose problems through structured discussions with users, including problem recognition, research, isolation, and resolution.
- Utilize problem management databases and help desk ticketing systems to track and resolve issues.
- Coordinate with network services, software systems engineering, and applications development teams to restore service and identify root causes.
- Escalate complex problems to appropriate personnel and follow through to resolution.
- Assist in evaluating business problems and recommending vendor software packages and solutions.
- Support the evaluation, implementation, and testing of end-user computing packages, equipment, and prototypes.
- Consult with client management and staff regarding PC and LAN systems issues and recommend corrective actions.
Benefits
- Employee stock ownership plan (ESOP)
- 401k plan with Roth option
- Eligibility for an employer match
- Immediate vesting
- Paid time off
- 11 paid holidays per year
- Comprehensive medical, dental, and vision plans
- Company-paid Life & AD&D insurance plan
- Employee Assistance Program
- Wellness Resources
- Company-paid training and development program
- Voluntary benefits include: Life & AD&D Insurance for employee, spouse, and children, Short-term and long-term disability (per plan guidelines), Legal Shield and Identity Theft protection plans, Pet Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
