Help Desk Support

5 days ago

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TechFlow, Inc.

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Digital Services • Base Operations & Support • Platform Services • Integrated Logistics Support • Predictive Maintenance

201 - 500

Description

• 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.

Requirements

• 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 • 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. • 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