24/7 Mission-Critical Help Desk Specialist

Zachary Piper Solutions

Centennial (CO)

On-site

USD 63,000 - 77,000

Full time

3 days ago

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Benefits offered by this job

Salary range $70,000+ (flexible by exp

Comprehensive benefits

Flexible schedule

Growth opportunities

Job summary

Zachary Piper Solutions is seeking a Help Desk Specialist to support a mission-critical communications environment on-site in Denver, CO. You will provide Tier 1 and Tier 2 technical support for deployed systems, ensuring 24/7 operation for users in secure environments.

Responsibilities include incident monitoring, troubleshooting hardware, software, and connectivity issues, and collaborating with SMEs to resolve complex problems. Experience with government or defense settings is preferred.

Qualifications

2–8 years of experience in enterprise help desk, NOC, or similar support roles.
Bachelor's degree in IT, Computer Science, Cybersecurity, Engineering, or related field preferred.
Experience providing Tier 1 and/or Tier 2 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.

Responsibilities

Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 operational environment.
Monitor and respond to support requests via ticketing and monitoring tools to prioritize incidents.
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 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.