Help Desk Specialist

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.