Help Desk Support/Technical Support - Remote

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.

Qualifications

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.

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