Help Desk Specialist

About the role

TechFlow Inc. is seeking a Help Desk Specialist to support a critical DOD program. The role involves providing technical support to end users, coordinating with various teams, and resolving complex issues.

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.
• Cook up 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.
• Aid 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.

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.

Benefits

• 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

Pay

$45,000 - $50,000 annually, commensurate with experience and qualifications.

Schedule

Hybrid Remote: Must have the ability to attend in-person meetings Northern VA/DC Metro area.