Help Desk Analyst I

ZP Group; Centennial (CO); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Paid time off

Holidays

Job summary

Zachary Piper Solutions is seeking a Help Desk Analyst to provide first-line technical support for communication systems at a federal department. This is an on-site role based in Centennial, Colorado, with around-the-clock coverage for mission-critical systems.

You will be the initial point of contact for users, troubleshoot hardware, software, and network issues, document tickets, and escalate when needed.

Qualifications

• 1-2 years of help desk or technical support experience.
• Bachelor’s degree required.
• Working knowledge of Windows operating system, network fundamentals, ticketing systems, and call center tools.
• Ability to work rotating shifts as this is an around the clock operation.
• Eligibility to obtain a Common Access Card.
• Active secret clearance.

Responsibilities

• Provide technical support to users via phone, online channels, and Mattermost.
• Monitor system health, dashboards, and alerting tools to respond to failures.
• Diagnose and troubleshoot hardware, software, and network issues using procedures.
• Document, track, and manage support requests and service tickets.

Skills

Help desk experience

Windows OS

Network fundamentals

Ticketing systems

Call center tools

Active security clearance

Education

Bachelor's degree

Tools

Ticketing systems

Call center tools

Job description

Zachary Piper Solutions is seeking a Help Desk Analyst to provide first-line technical support for communication systems operating within a federal department. This is a fully on-site position in Centennial, Colorado.This role will be the initial point of contact for users for troubleshooting, incident reports, escalation support, and other technical issues.The position provides around-the-clock support for mission-critical communications.

Responsibilities of the Help Desk Analyst:

• Provide technical support to NEXUS mission users via phone, online channels, and Mattermost
• Monitor system health, operational dashboards, and alerting tools to quickly respond to failure notifications
• Diagnose and troubleshoot hardware, software, and network connectivity issues using provided procedures
• Document, track, and manage support requests and service tickets

Qualifications for the Help Desk Analyst:

• 1-2years of help desk or technical support experience
• Bachelors Degree
• Working knowledge of Windows operating system, network fundamentals, ticketing systems, and call center tools
• Ability to work rotating shifts as this is an around the clock operation
• Eligibility to obtain a Common Access Card
• Active secret clearance

Compensation for Help Desk Analyst

• $65,000-$75,000 depending on experience
• Medical, Dental, Vision, 401K, PTO, Sick Leave if required by law, and Holidays

Key words

Help Desk, Service Desk, IT Support, Technical Support, Tier 1 Support, Tier 1 Help Desk, IT Specialist, Systems Support, Network Support, Mission Systems, Tactical Communications, Link 16, JREAP-C, ATAK, WinTAK, TRAX, NEXUS, Electronic Flight Bag (EFB), Sentry+, Incident Management, Troubleshooting, Network Connectivity, Communications Systems, Operations Support, NOC, Systems Monitoring, Mattermost, Watch Tower, Ticket Management, Customer Support, Technical Operations, Operational Readiness, 24/7 Operations, Shift Work, Defense Technology, Military Communications, Aviation Technology, Mission-Critical Systems, System Administration, IT Operations, DoD, Department of Defense, Defense Contractor, GovCon, Secret Clearance, Top Secret Clearance, Active Clearance, Security Clearance, Cyber Operations, End User Support, Hardware Support, Software Support, Remote Support, Escalation Management, Enterprise Systems, SATCOM, Data Link Communications

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