Help Desk Support

TechFlow, Inc.; Montgomery (AL); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Employee stock ownership plan

401(k) plan with Roth option

Paid time off

Comprehensive medical, dental, and vision plans

Job summary

A leading technical support provider in Alabama is seeking a Help Desk Support professional to deliver exceptional technical assistance for complex challenges. In this role, you will provide expert Tier II and III support for logistics systems, requiring strong troubleshooting skills and a commitment to high-quality service. Ideal candidates will possess excellent communication skills and relevant experience, including familiarity with tools such as Jira and Confluence. Competitive benefits such as employee stock ownership and a 401(k) plan are included.

Qualifications

• High school diploma or GED required.
• 4 years experience for junior level; 1-year experience with Bachelor's.
• 8 years experience for journeyman level; 3 years experience with Bachelor's.
• 7 years experience for senior level; 3 years with Master's.

Responsibilities

• Deliver comprehensive technical assistance for Enterprise Logistics Readiness Portfolio.
• Provide expert Tier II and III support and troubleshoot system problems.
• Document problem resolutions and produce monthly analysis reports.

Skills

Tier II and III support

Troubleshooting hardware/software

Excellent communication skills

Customer-focused mindset

Experience with Jira and Confluence

Technical Support Specialist certification

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Jira

Jira Service Management

Confluence

Microsoft Office Suite

Job description

Are you passionate about delivering exceptional technical support and solving complex challenges? TechFlow Inc. is seeking dedicated and skilled Help Desk Support professionals to join our dynamic team. In this role, you'll provide crucial Tier II and III support for the Enterprise Logistics Readiness Portfolio, encompassing the Cargo and Personnel Movement Systems, ensuring seamless operations during regular business hours and offering reliable “on-call” assistance after‑hours. If you thrive in a fast-paced environment and have a knack for diagnosing and resolving intricate issues, we want to hear from you. Join TechFlow Inc. and be a vital part of our mission to provide outstanding technical support and service excellence.

Key Responsibilities

• Deliver comprehensive technical assistance for Enterprise Logistics Readiness Portfolio and Cargo Personnel Movement Systems.
• Provide expert Tier II and III support, troubleshoot system problems, and ensure high-quality service during business hours and after‑hours.
• Monitor discrepancy reports using approved tools to offer workarounds and improve field user experience.
• Document problem resolutions and produce monthly analysis reports with metrics and trends.
• Develop and maintain resolution solution sets for all fielded/identified software defects.
• Research software, documentation, procedural, and network connectivity issues, coordinating remedial actions.
• Write query scripts to retrieve information and generate reports.
• Review and provide input on software designs.
• Assist with troubleshooting SDC compatibility issues with CPM FoS.
• Support Help Desk Level II escalations to Level III.
• Coordinate with DAAS or approved government platforms to resolve operational issues.

Qualifications

• High school diploma or GED.
• Required experience:
  • Junior level: HS + 4 years of experience or Bachelor's + 1 year.
  • Journeyman level: HS + 8 years of experience, BS + 3 years.
  • Senior level: BS + 7 years, MS + 3 years.
• Proven experience with Tier II and III support, troubleshooting hardware/software, operating systems, and network configurations.
• Excellent verbal and written communication skills, conveying complex technical information to non‑technical users.
• Customer‑focused mindset with a commitment to high‑quality support and user satisfaction.
• Experience with Jira, Jira Service Management, Confluence, Remedy, Microsoft Office Suite.
• Certifications: (411) Technical Support Specialist‑Intermediate per DoD 8140.03M.
• Active DoD Secret Clearance; US Citizenship required.

Desired Qualifications

• Knowledge of DoD cargo movement and transportation processes.
• Knowledge of AF vehicle fleet management and operations processes.

Benefits

• Employee stock ownership plan (ESOP).
• 401(k) plan with Roth option, eligibility for employer match, immediate vesting.
• Paid time off.
• 11 paid holidays per year.
• Comprehensive medical, dental, and vision plans.
• Company‑paid Life & AD&D insurance.
• Employee Assistance Program.
• Wellness resources.
• Company‑paid training and development program.
• Voluntary benefits:
  • Life & AD&D insurance for employee, spouse, and children.
  • Short‑term and long‑term disability.
  • Legal Shield and Identity Theft protection plans.
  • Pet insurance.