Help Desk Technician - Secret Clearance

Position Summary

Zachary Piper Solutions is seeking a Help Desk Technician to support an Army National Guard program, fully onsite in Arlington, VA. Shift 7am-3pm. Must have active Secret Clearance.

• Respond to user inquiries via phone, email, or chat regarding hardware, software, and network issues.
• Diagnose problems, guide users through solutions, and escalate complex issues to higher-level support when necessary.
• Assist with setup and configuration of systems, applications, and peripheral devices.
• Record issues, resolutions, and updates in ticketing systems for tracking and reporting purposes.
• Proactively check system performance and respond to alerts to prevent downtime.
• Create, modify, and deactivate user accounts and permissions in accordance with company policies.
• Provide guidance on best practices, system usage, and security protocols.
• Follow IT policies and procedures to maintain data integrity and security.
• Work with network, systems, and application teams to resolve complex technical issues.

• High school diploma or equivalent.
• Start date, must possess an IAT level II certification in ACTIVE status.
• CCNA Security
• CySA+
• GICSP
• GSEC
• Security+CE
• CND
• SSCP
• 3+ Years’ experience as a service desk analyst with proven experience in ongoing support of client-specific application systems.
• Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing.
• The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last‑minute requests.
• Identify and articulate key information in an efficient and timely manner, and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers.
• Identify areas of opportunity to improve customer satisfaction and demonstrate excellent multitasking and time management skills.
• Support the team process and participate in cross‑functional teams, in a fast‑paced and ITIL transitional environment.

$70,000/year depending on years of experience and degree.

Full Benefits – Medical, Dental, Vision, 401K, Paid Holidays, PTO, Sick Leave if required by law.

This job opens for applications on 12/1/2025. Applications for this job will be accepted for at least 30 days from the posting date.