Help Desk Specialist - Secret Cleared - 175881

Zachary Piper Solutions; Centennial (CO); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Salary range $70,000+ (flexible by exp

Comprehensive benefits

Flexible schedule

Growth opportunities

Job summary

Zachary Piper Solutions is seeking a Help Desk Specialist to support a mission-critical communications environment on-site in Denver, CO. You will provide Tier 1 and Tier 2 technical support for deployed systems, ensuring 24/7 operation for users in secure environments.

Responsibilities include incident monitoring, troubleshooting hardware, software, and connectivity issues, and collaborating with SMEs to resolve complex problems. Experience with government or defense settings is preferred.

Qualifications

• 2–8 years of experience in enterprise help desk, NOC, or similar support roles.
• Bachelor's degree in IT, Computer Science, Cybersecurity, Engineering, or related field preferred.
• Experience providing Tier 1 and/or Tier 2 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.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 operational environment.
• Monitor and respond to support requests via ticketing and monitoring tools to prioritize incidents.
• 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 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.

Skills

Tier 1 support

Tier 2 support

Troubleshooting

Customer service

Communication

Education

Bachelor's degree

Tools

Ticketing systems

Monitoring tools

DNS tools

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 of the Help Desk Specialist

• 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.

Qualifications of the Help Desk Specialist

• 2-8 years of experience supporting enterprise help desk, network operations center (NOC), systems administration, or technical support environments
• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or related field preferred
• 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

Compensation for the Help Desk Specialist

• Salary Range: $70,000+ *flexible based on experience and shift*
• Comprehensive Benefits: Medical, Dental, Vision, PTO, and Sick Leave as required by law
• Flexible working schedule
• Unlimited opportunities for growth

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