Help Desk Support

TechFlow Inc; Montgomery (AL); On-site; USD 52,000 - 78,000; Full time

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.

Skills

Tier II & III support

Troubleshooting

Technical diagnostics

Customer communication

Education

High school diploma or GED

Tools

Jira

Jira Service Management

Confluence

Remedy

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 (CPM) 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 the Enterprise Logistics Readiness Portfolio and Cargo Personnel Movement Systems.
• Provide expert Tier II and III support to resolve complex technical issues, troubleshoot system problems, and ensure high‑quality service delivery both during business hours and through on‑call after‑hours support.
• Monitors discrepancy reports as tracked in approved tools to provide possible workarounds and improvement to assist field users.
• Documents problem resolutions on both functional and engineering solutions, and provide a monthly analysis report that includes metrics on trouble call data, trends, and a cumulative analysis.
• Develop and maintain problem resolution solution sets on all fielded/identified software defects.
• Researches software, documentation, procedural problems, and network related connectivity issues and provides coordinated resolution to the requester and/or requesting agency.
• Writes query scripts to retrieve information and provide reports as needed.
• Review and provide inputs to software designs.
• Assists in identifying and troubleshooting SDC compatibility issues with CPM FoS.
• Supports Help Desk Level II escalations to Level III.
• Serves as the focal point to coordinate with the Defense Automatic Addressing System (DAAS) and/or approved platform specified by the government to resolve operational issues.

Education & Experience

• High school diploma or GED
• Required years of experience as detailed below. General work experience may be substituted for education.
  • Junior level: HS + 4 years of experience or Bachelor's + 1 year of experience.
  • Journeyman level: HS + 8 years of experience, BS + 3 years of experience.
  • Senior level: BS + 7 years of experience, MS + 3 years

Qualifications

• Proven experience with Tier II and III support, including proficiency in troubleshooting hardware and software issues, operating systems, and network configurations.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to non‑technical users.
• A customer‑focused mindset with a commitment to delivering high‑quality support and ensuring user satisfaction.
• Experience with the following tools: 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 is Required.

Desired Qualifications

• Knowledgeable in DoD cargo movement and transportation processes.
• Knowledgeable in AF vehicle fleet management and operations processes.

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