Help Desk Engineer – Tier II/III On-Call Support

TechFlow Inc

Montgomery (AL)

On-site

USD 52,000 - 78,000

Full time

14 days+

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Benefits offered by this job

401k plan with employer match

Paid time off

Medical, dental, and vision plans

Life & AD&D insurance

Employee Assistance Program

Training and development program

Holiday benefits

Job summary

TechFlow Inc. in Montgomery, AL is seeking dedicated Help Desk Support professionals to join our team. You will provide crucial Tier II and III support for the Enterprise Logistics Readiness Portfolio, including CPM Systems, during normal business hours and on-call after hours.

You will diagnose and resolve complex issues, document solutions, and contribute to monthly performance metrics. A high school diploma or GED is required, and DoD Secret Clearance and US citizenship are required.

Qualifications

Proven Tier II/III support experience with hardware/software issues.
Clear verbal and written communication; ability to explain technical info to non‑technical users.
Customer-focused mindset; strives for high-quality support and user satisfaction.
Experience with Jira, Jira Service Management, Confluence, Remedy, Office.

Responsibilities

Deliver comprehensive technical assistance for CPM systems and related products.
Provide Tier II/III support to resolve complex issues during business hours and after‑hours on-call.
Monitor discrepancy reports, suggest workarounds, and aid field users.
Document resolutions and provide monthly analysis with trends and metrics.
Develop and maintain problem resolution sets for software defects.
Research software, procedures, and connectivity issues to coordinate resolution.
Write scripts to retrieve information and generate reports.
Review inputs to software designs and assist in CPM FoS compatibility issues.
Support Help Desk Level II escalations to Level III and coordinate with DAAS/approved platforms.