TechFlow Inc. is an employee-owned company delivering mission-critical technology, engineering, and mission support services to federal government customers. We are seeking a Help Desk Specialist to support a critical DOD program — powering the platform that securely collects, analyzes, reports, and exchanges data from Transportation Security Equipment. In this role, you will serve as a front-line resource for end users, providing responsive technical support to ensure the continued availability and performance of mission-critical systems. You will work alongside systems administrators, cybersecurity personnel, and government stakeholders in a dynamic, highly technical government setting.
Hybrid Remote: (Must have the ability to attend in person meetings Northern VA/DC Metro area)
Key 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.
Compensation: - $45,000 - $50,000 annually, commensurate with experience and qualifications.
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.
Preferred Qualifications
- Experience supporting users in a government or DoD environment preferred.
- CompTIA A+, CompTIA Security+, or equivalent certification preferred.
#techflow
Benefits
Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as Dreamworks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government’s most demanding mission and business challenges.
Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.
TechFlow has four principal lines of business: Platform Services, Digital Services, Base Operations, and Energy and Mobility Solutions. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.
TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!
- Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines)
- 401k plan with Roth option.
- Eligibility for an employer match.
- Immediate vesting
- Paid time off
- Holidays – 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
Skills Required
- Bachelor's degree in Information Technology, Computer Science, or 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 and Microsoft Office 365.
- Experience with help desk ticketing systems (e.g., Remedy, ServiceNow, or equivalent).
- Working knowledge of PC hardware, peripherals, and LAN/network fundamentals.
- Experience supporting PC, server, and mainframe applications and hardware.
- Strong troubleshooting and analytical skills under pressure.
- Ability to obtain Public Trust Security Clearance.
- Experience supporting users in a government or DoD environment.
- CompTIA A+ or CompTIA Security+ (or equivalent) certification.
What We Do
At TechFlow, we relish solving the difficult problems, making an impact, and exceeding customer expectations. TechFlow is a 25-year-old, employee-owned organization defined by innovation, openness, and agility. TechFlow is different than traditional systems integrators - we are both integrators and optimizers. We are populated, in part, by former senior leaders at OEM organizations and traditional systems integrators who wanted to be part of a more agile and responsive organization. We are leaders in innovative software development and transformation. We have modernized more than 50 distinct government information technology applications using Agile and SAFe software development techniques. TechFlow was one of the first government contractors to successfully embrace the use of the Scaled Agile (SAFe) software development methodology and we continue to promulgate this increasingly high standard methodology throughout our government programs, including the majority of new software applications under development for the Defense Intelligence Agency (DIA). We are experts in performance-based logistics (PBL) with hundreds of dedicated TechFlow Field Service Technicians (FSTs) across the nation providing around-the-clock preventive maintenance and corrective maintenance. We support thousands of government buildings, thousands of pieces of equipment by responding to tens of thousands of work orders per year, and purchasing millions of dollars of parts annually while significantly exceeding service level requirements. We excel in information assurance and have a track record of successfully obtaining authority to operate (ATO) for challenging applications. In the last year, we have led the ATO process for three different mobile applications including, among others, a highly-secured tablet based application that provides real-time mission planning updates to USMC special forces. To learn more, please visit our website at: https://www.techflow.com/about-us
