Help Desk Support

Tech Flow Inc. is seeking experienced Help Desk Support professionals to provide Tier II and III support for the Enterprise Logistics Readiness Portfolio, including the Cargo Personnel Movement (CPM) Systems, during regular business hours and on-call after-hours.

• 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 during business hours and through on-call after-hours support.
• Monitors discrepancy reports tracked in approved tools to provide possible workarounds and improvement to assist field users.
• Documents problem resolutions on both functional and engineering solutions, and provides 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.
• Research software, documentation, procedural problems, and network related connectivity issues and provide coordinated resolution to the requester and/or requesting agency.
• Write query scripts to retrieve information and provide reports as needed.
• Review and provide inputs to software designs.
• Assist in identifying and troubleshooting SDC compatibility issues with CPM FoS.
• Support Help Desk Level II escalations to Level III.
• Serve 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.

• 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 of experience.
• 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:
  
  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.

• Employee stock ownership plan (ESOP).
• 401k plan with Roth option.
• Paid time off.
• 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 including: life & AD&D insurance for employee, spouse, and children; short-term and long-term disability; legal shield and identity theft protection plans; pet insurance.