Help Desk Specialist

Piper Companies; Denver (CO); Presencial; USD 41.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

PTO & holidays

Medical/dental/vision

401(k)

Descripción de la vacante

Zachary Piper Solutions in Denver, CO seeks a Help Desk Specialist for a 24/7, on-site role supporting a national defense communications program. You will provide Tier 1 and 2 support for deployed systems, troubleshoot hardware, software, and network issues, and maintain operational readiness.

The position requires 2–8 years in IT support, Windows expertise, strong troubleshooting, and the ability to obtain a Secret Clearance and CAC. Experience in government or defense environments is preferred.

Formación

• 2–8 years in help desk or similar IT environment.
• Experience providing Tier 1 and/or Tier 2 support for Windows-based systems, apps, and network.
• Strong troubleshooting across hardware, software, OS, apps, and connectivity.
• Experience with incident management processes in an operational setting.
• Knowledge of TCP/IP, DNS, VPNs, routing, switching, and secure communications.
• Ability to diagnose and escalate when needed.
• Experience in government/defense or mission-critical environments preferred.
• Bachelor's degree in IT/CS/Cybersecurity/Engineering preferred.
• Active Secret Clearance or ability to obtain a CAC.

Responsabilidades

• Provide Tier 1 and 2 support for mission-critical systems in a 24/7 environment.
• Troubleshoot hardware, software, OS, apps, and connectivity issues.
• Monitor incidents and requests using ticketing systems.
• Troubleshoot Link 16, JREAP-C, SIPR connectivity, and mission system performance.
• Support SIL operations and mission initialization activities.
• Analyze recurring issues and identify root causes for reliability improvements.
• Escalate complex issues while owning resolution.
• Document troubleshooting steps and procedures for knowledge sharing.
• Communicate status clearly to users, engineers, and leadership.

Conocimientos

Tier 1/2 support

Windows-based systems

Problem solving

Ticketing systems

Clear communication

Educación

Bachelor's degree (IT/CS/Cybersecurity/Engineering)

Herramientas

Ticketing systems

Descripción del empleo

Zachary Piper Solutions is seeking a Help Desk Specialist to support a mission-critical communications program in Denver, CO. This is an on-site opportunity supporting a 24/7 operational environment and users working within Controlled Unclassified Information (CUI) and Secret-level environments.

The Help Desk Specialist will provide Tier 1 and Tier 2 technical support for deployed communication systems, troubleshooting hardware, software, network, and application issues while helping maintain system availability and operational readiness. This position will directly support a national defense mission by providing real-time technical assistance and operational support across the NEXUS platform.

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, operating system, application, network, and connectivity issues.
• Monitor, prioritize, and respond to incidents and service requests through ticketing and monitoring systems.
• Troubleshoot communications and network issues involving Link 16, JREAP-C, SIPR connectivity, application deployments, and mission system performance.
• Support Systems Integration Laboratory (SIL) operations, including mission initialization activities and system readiness.
• Analyze recurring technical issues and identify potential trends, root causes, and opportunities to improve system reliability.
• Escalate complex issues to appropriate engineering teams or Subject Matter Experts while maintaining ownership of the issue through resolution.
• Document troubleshooting steps, resolutions, system issues, and support procedures to improve knowledge sharing and operational efficiency.
• Communicate technical information clearly to end users, engineers, and leadership while providing timely updates on incident status and resolution.

Required 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 skills 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 when escalation is required.
• Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical users.
• Experience supporting government, defense, secure, or other mission-critical environments is preferred.
• Strong attention to detail with the ability to accurately document technical issues and resolutions.
• Education: Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or a related field preferred.
• Clearance: Active Secret Clearance or the ability to obtain and maintain a Secret Clearance.
• Credential: Ability to obtain and maintain a Common Access Card (CAC).
• Preferred Certifications: Security+, Network+, A+, or another DoD 8570-compliant certification.

Compensation & Benefits

• Compensation: $30.00–$40.00/hour, depending on experience and shift.
• Comprehensive benefits package including PTO, paid holidays, medical, dental, vision, 401(k), tuition assistance, and additional employee benefits.
• Opportunity to support a high-visibility national defense communications program.
• Long-term opportunity within a 24/7 mission-critical operational environment.