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), * 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.

• 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, 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

Equal Opportunity Employer

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.