Help Desk Specialist - 171226

Zachary Piper Solutions; Centennial (CO); On-site; USD 85,411,000 - 126,050,000; Full time

Job summary

Zachary Piper Solutions in Denver, CO is seeking a Help Desk Specialist to provide Tier 1/2 support for deployed communication systems in a 24/7 operational environment, working on-site to support national defense missions within CUI and Secret environments.

The role emphasizes real-time troubleshooting, incident management, and coordination with Subject Matter Experts, with experience in Windows systems, networking, and security clearances preferred.

Qualifications

• Bachelor's degree in IT, CS, Cybersecurity, or related field.
• Active Secret Clearance or ability to obtain Secret clearance.
• 2–8 years of experience in enterprise help desk, NOC, or technical support.
• Experience with Windows-based systems and network infrastructure.
• Ability to diagnose and resolve hardware, software, and connectivity issues.
• Strong communication and incident management skills.

Responsibilities

• Provide Tier 1 and Tier 2 support for mission-critical communication systems in a 24/7 environment.
• Monitor and respond to support requests via ticketing and monitoring tools, prioritizing incidents.
• Troubleshoot network and communications issues including Link 16, JREAP-C, SIPR connectivity, deployment failures, and mission system performance.
• Maintain SIL capabilities and assist with mission initialization to ensure operational availability.
• Escalate advanced technical issues to SMEs and document solutions to improve support processes.

Skills

Windows support

NOC experience

Ticketing systems

Networking basics

Clear communication

Security clearance knowledge

Education

Bachelor's degree in Information Technology or related field

Tools

SIL (Systems Integration Laboratory)

Monitoring tools

CAC credential

Job description

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 for the Help Desk Specialist include:

• 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.

Required Qualifications for the Help Desk Specialist include:

• 2-8 years of experience supporting enterprise help desk, network operations center (NOC), systems administration, or technical support environments
• 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
• Education: Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or related field preferred
• Clearance: Active Secret Clearance or ability to obtain and maintain a Secret Clearance
• Credential: Ability to obtain and maintain a Common Access Card (CAC)
• Certification Preferred: Security+, Network+, A+, or equivalent DoD 8570-compliant certification

Compensation for the Help Desk Specialist includes:

• Salary Range: $30.00 - $44.00/hr *Depending on experience/ shift*
• Full Benefits Package: 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 project supporting 24/7 mission-critical operational environments

Keywords:

Help Desk, Help Desk Specialist, Service Desk, Technical Support, Tier 1 Support, Tier 2 Support, Desktop Support, IT Support, Customer Support, Incident Management, Ticketing Systems, Troubleshooting, Hardware Support, Software Support, Windows Support, Network Support, Systems Administration, NOC, Network Operations Center, TCP/IP, DNS, VPN, Routing, Switching, Secure Communications, Connectivity Troubleshooting, Application Support, Mission-Critical Systems, Communications Systems, Link 16, JREAP-C, SIPRNet, SIPR, Systems Integration Laboratory, SIL, Watch Tower, Mattermost, TRAX, CUI, Secret Clearance, DoD, Department of Defense, Defense Support, Cybersecurity, Information Technology, Network Infrastructure, Operational Support, Root Cause Analysis, Escalation Management, Monitoring Tools, Incident Response, Technical Documentation, Analytics, Trend Analysis, Mission Operations, CAC, Common Access Card, Security+, Network+, A+, DoD 8570, Government Support, Aerospace, Aviation, National Security, On-Site Support, 24/7 Operations, End User Support, Secure Environment, Communication Systems Support.