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Help Desk Support Specialist

TechFlow Inc.Montgomery, Alabama, United States
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

RequirementsHigh school diploma or GED. Years of experience as outlined below; general work experience may be substituted for education: Junior Level: High School + 4 years of experience or Bachelor’s + 1 year of experience. Journeyman Level: High School + 8 years of experience or Bachelor’s + 3 years of experience. Senior Level: Bachelor’s + 7 years of experience or Master’s + 3 years of experience. Proven experience in Tier II and III support, demonstrating proficiency in troubleshooting hardware and software issues.

About the job

Are you enthusiastic about providing outstanding technical support and tackling challenging problems? TechFlow Inc. is on the lookout for motivated and experienced Help Desk Support Specialists to become part of our dynamic team. In this pivotal role, you will deliver essential Tier II and III support for the Enterprise Logistics Readiness Portfolio, which includes the Cargo and Personnel Movement (CPM) Systems. Your contributions will ensure smooth operations during standard business hours and dependable “on-call” assistance after hours. If you excel in a high-energy environment and possess a talent for diagnosing and resolving complex issues, we invite you to apply. Join TechFlow Inc. and play a crucial role in our commitment to exceptional technical support and service excellence.

Key Responsibilities

  • Provide extensive technical assistance for the Enterprise Logistics Readiness Portfolio and Cargo Personnel Movement Systems.
  • Deliver expert Tier II and III support to tackle sophisticated technical issues, troubleshoot system challenges, and ensure superior service delivery during business hours and through after-hours support.
  • Monitor discrepancy reports using approved tools to offer potential workarounds and enhancements for field users.
  • Document problem resolutions encompassing both functional and engineering solutions, and furnish a monthly analysis report detailing metrics on trouble call data, trends, and cumulative analysis.
  • Develop and sustain problem resolution solution sets for all identified software defects.
  • Investigate software, documentation, procedural issues, and network connectivity challenges, providing coordinated resolutions to requesters and/or requesting agencies.
  • Create query scripts to extract information and generate reports as necessary.
  • Review and provide input on software designs.
  • Assist in identifying and troubleshooting SDC compatibility issues with CPM FoS.
  • Support Help Desk Level II escalations to Level III.
  • Act as the main point of coordination with the Defense Automatic Addressing System (DAAS) and/or other approved government platforms to resolve operational challenges.

About TechFlow Inc.

TechFlow Inc. is a forward-thinking technology company dedicated to delivering innovative solutions and exceptional service. Our team is passionate about ensuring client satisfaction and operational excellence across various platforms and services. Join us to be part of a collaborative environment that fosters growth and professional development.

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