Help Desk Specialist - 174370

Piper Companies; Kansas City (MO); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

PTO & Holidays

Medical, Dental, and Vision Insurance

401(k) Retirement Plan

Job summary

Zachary Piper Solutions is seeking a Help Desk Specialist to support a long-term, fully funded DoD program through 2028. This position is based in Kansas City, MO, and will provide end-user desktop support across a large enterprise network within the Department of the Navy.

The role initially requires a night shift with a transition to a preferred schedule after onboarding. Responsibilities include workstation and device support, ticket management, and thorough documentation to meet service

Qualifications

• IT support experience required.
• Ability to troubleshoot hardware, software, and network issues.
• Familiarity with ticketing systems and IT service desk procedures.
• Strong end-user support and communication skills.

Responsibilities

• Provide technical support for laptops, desktops, printers, mobile devices, and other network-connected equipment.
• Troubleshoot hardware, software, connectivity, OS, Office, and video conferencing issues.
• Work with end users and government personnel to identify, troubleshoot, and resolve issues promptly.
• Support Enterprise Service Desk operations, including ticket management and call handling.
• Document troubleshooting steps, resolutions, and user interactions in ticketing systems.
• Meet SLAs and performance goals through efficient issue resolution and thorough documentation.
• Escalate complex issues to appropriate support groups when needed.

Skills

IT support experience

Troubleshooting

Ticketing systems familiarity

End-user support

Tools

Ticketing systems

Job description

Zachary Piper Solutions is seeking a Help Desk Specialist to support a long-term, fully funded Department of Defense (DoD) program through 2028. This position is based in Kansas City, MO, and will provide end-user desktop support across a large enterprise network within the Department of the Navy. The position will initially require a night shift schedule, with the opportunity to transition to a preferred schedule following the initial training and onboarding period.

Key Responsibilities for the Help Desk Specialist

• Provide technical support for laptops, desktops, printers, mobile devices, and other network-connected equipment
• Troubleshoot hardware, software, connectivity, operating system, Microsoft Office, and video teleconferencing issues
• Work directly with end users and government personnel to identify, troubleshoot, and resolve technical issues in a timely manner
• Support daily operations of the Enterprise Service Desk, including ticket management, script execution, and call handling
• Accurately document troubleshooting steps, resolutions, and user interactions within ticketing systems
• Meet established service level agreements and performance goals through efficient issue resolution and thorough documentation
• Escalate complex or unresolved technical issues to the appropriate support teams when necessary

Required Qualifications for Help Desk Specialist

• Active Secret Clearance
• 1+ year of IT support experience
• CompTIA Security+ or an equivalent IAT Level II certification (such as CCNA Security or CySA+)
• Experience troubleshooting hardware, software, and network-related issues
• Familiarity with ticketing systems and standard IT service desk procedures

Compensation for Help Desk Specialist

Pay Range: $50,000 - $55,000

• Paid Time Off (PTO) & Paid Holidays
• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan Sick Leave (as required by law)