Defense IT Help Desk Specialist — 24/7 NEXUS Ops

Zachary Piper Solutions; Denver (CO); Hybrid; USD 41,000 - 55,000; Full time

Benefits offered by this job

PTO

Paid holidays

Medical insurance

Dental insurance

Vision care

401(k)

Tuition assistance

Job summary

Zachary Piper Solutions is seeking a Help Desk Specialist to support a mission-critical communications program in Denver, CO. This on-site role provides Tier 1 and Tier 2 support in a 24/7 environment, assisting users operating in CUI and Secret-level settings.

The position requires troubleshooting across hardware, software, networks, and applications, with emphasis on secure communications and real-time incident response. A Secret Clearance and CAC are preferred credentials.

Qualifications

• 2–8 years of experience in help desk, technical support, NOC, systems administration, or a similar IT environment.
• Experience providing Tier 1 and/or Tier 2 support for Windows-based systems, applications, and network infrastructure.
• Strong troubleshooting and problem-solving across hardware, software, operating systems, applications, and connectivity.
• Experience using ticketing systems and incident management processes in an operational support environment.
• Working knowledge of TCP/IP, DNS, VPNs, routing, switching, and secure communications.
• Ability to diagnose issues, identify root causes, and determine escalation.
• Strong written and verbal communication skills with non-technical users.
• Experience supporting government/defense/secure environments is preferred.
• Education: Bachelor's degree in related field preferred.
• Clearance: Active Secret or ability to obtain Secret Clearance.
• Credential: Ability to obtain CAC.
• Preferred Certifications: DoD 8570-compliant certifications.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 operational environment.
• Troubleshoot and resolve hardware, software, OS, application, network, and connectivity issues.
• Monitor, prioritize, and respond to incidents and service requests through ticketing systems.
• Troubleshoot communications and network issues involving Link 16, JREAP-C, SIPR connectivity, deployments, and mission system performance.
• Support SIL operations, including mission initialization and system readiness.
• Analyze recurring issues and identify root causes to improve reliability.
• Escalate complex issues to engineering while owning the resolution.
• Document troubleshooting steps, resolutions, and procedures to improve knowledge sharing.
• Communicate technical information clearly to end users, engineers, and leadership with timely updates.

Skills

Tier 1/Tier 2 support

Windows-based systems

Incident management

Documentation

Communication skills

Secret clearance eligible

Education

Bachelor's degree in IT/CS/Cybersecurity/Engineering

Tools

Ticketing systems

JREAP-C

Link 16

SIPR connectivity

Job description

Zachary Piper Solutions is seeking a Help Desk Specialist to support a mission-critical communications program in Denver, CO. This on-site role provides Tier 1 and Tier 2 support in a 24/7 environment, assisting users operating in CUI and Secret-level settings.

The position requires troubleshooting across hardware, software, networks, and applications, with emphasis on secure communications and real-time incident response. A Secret Clearance and CAC are preferred credentials.