Help Desk Specialist — 24/7 Federal IT Support (Secret)

Zachary Piper, LLC; Colorado Springs (CO); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

PTO

Sick leave

Unlimited growth opportunities

Job summary

Zachary Piper Solutions is seeking a Help Desk Specialist to join a Federal Program in Colorado Springs, CO. The role involves triaging, researching, and answering questions regarding the program and systems, providing technical support to users and clients.

Responsibilities include troubleshooting, account management, logging incidents, and updating statuses. Candidates should be prepared for a 24x7 on-call rotation and hold an Active Secret Security Clearance, with opportunities for growth.

Qualifications

• Contract requires 24x7x365 uptime; candidates must be willing to participate in a rotational on-call schedule.
• 1+ year of experience in Helpdesk/ServiceDesk/Call Center or equivalent customer service experience.
• 1+ year of experience using an Incident Management Ticketing System such as Remedy v20.02, ServiceNow, or other comparable systems.
• Active Secret Security Clearance.

Responsibilities

• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Receive and input critical time data and convert formats (e.g., XML) for ingestion into the vetting system.

Skills

Help desk

Customer service

Incident management

On-call rotation

Security clearance

Tools

ServiceNow

Remedy

Jira

Job description

Zachary Piper Solutions is seeking a Help Desk Specialist to join a Federal Program in Colorado Springs, CO. The role involves triaging, researching, and answering questions regarding the program and systems, providing technical support to users and clients.

Responsibilities include troubleshooting, account management, logging incidents, and updating statuses. Candidates should be prepared for a 24x7 on-call rotation and hold an Active Secret Security Clearance, with opportunities for growth.