Help Desk Specialist

TechFlow Inc; Arlington (VA); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

ESOP

401k with employer match

Paid time off

11 holidays

Medical, dental, vision

Life & AD&D insurance

Employee Assistance Program

Wellness resources

Training & development

Voluntary benefits

Job summary

TechFlow Inc. is seeking a Help Desk Specialist to deliver frontline technical support for a critical DoD program in a hybrid role serving the Northern VA/DC metro area.

You will work with systems administrators, cybersecurity personnel, and government stakeholders to maintain mission-critical platforms. The ideal candidate has 2+ years in help desk roles, familiarity with ITIL practices, and experience with Remedy or ServiceNow.

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.

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.

Skills

ITIL familiarity

Help desk practices

Windows OS

Office 365

Help desk ticketing

PC hardware & LAN

Troubleshooting

Public Trust clearance readiness

Education

Bachelor's degree in IT/CS or related field

Tools

Remedy

ServiceNow

Job description

Job Overview

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