Secret Cleared- Help Desk Specialist
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IT/Tech
IT Support, HelpDesk/Support, Systems Administrator, Technical Support
Job Description & How to Apply Below
Help Desk Specialist
Zachary Piper Solutions is seeking a Help Desk Specialist to support a mission-critical communications support environment. This position is on-site in Denver, CO. The Help Desk Specialist will provide Tier 1 and Tier 2 technical support for deployed communication systems, ensuring continuous 24/7 operational support for users operating within Controlled Unclassified Information (CUI) and Secret-level environments. This role directly supports national defense missions by delivering real-time troubleshooting, issue resolution, analytics, and operational support to users across the NEXUS platform.
Responsibilities of the Help Desk Specialist:
- Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 operational environment, resolving user-reported hardware, software, application, and connectivity issues.
- Monitor and respond to support requests through multiple channels, utilizing ticketing and monitoring tools to prioritize incidents, track trends, and ensure timely resolution.
- Troubleshoot complex network and communications issues involving Link 16, JREAP-C, SIPR connectivity, application deployment failures, and mission system performance.
- Support mission operations by maintaining Systems Integration Laboratory (SIL) capabilities, assisting with mission initialization activities, and ensuring operational system availability.
- Escalate advanced technical issues to Subject Matter Experts while coordinating resolution efforts, documenting solutions, and improving support processes through operational analysis and reporting.
Qualifications of the Help Desk Specialist:
- 2-8 years of experience supporting enterprise help desk, network operations center (NOC), systems administration, or technical support environments
- Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or related field preferred
- Experience providing Tier 1 and/or Tier 2 technical support for Windows-based systems, applications, and network infrastructure
- Ability to diagnose and troubleshoot software, hardware, operating system, connectivity, and application-related issues
- Experience working with ticket tracking systems, incident management processes, and operational support workflows
- Familiarity with networking concepts including TCP/IP, DNS, VPNs, routing, switching, and secure communications
- Ability to communicate technical issues clearly to end users and senior technical personnel
- Experience supporting secure government, defense, or mission-critical environments preferred
- Strong analytical, troubleshooting, documentation, and customer service skills
Compensation for the Help Desk Specialist:
- Salary Range: $70,000+
* flexible based on experience and shift* - Comprehensive Benefits:
Medical, Dental, Vision, PTO, and Sick Leave as required by law - Flexible working schedule
- Unlimited opportunities for growth
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