Help Desk Specialist - Shift Work

Zachary Piper Solutions; Centennial (CO); On-site; USD 41,000 - 61,000; Full time

Benefits offered by this job

PTO

Medical benefits

401K

Job summary

Zachary Piper Solutions is seeking a Help Desk Specialist to support mission-critical defense communications and secure networks. On-site in Centennial, CO, you will provide Tier 1 and Tier 2 support for deployed systems in a 24/7 operations environment, delivering real-time technical assistance and proactive issue resolution for critical comms capabilities.

Responsibilities include monitoring tickets, performing root-cause analysis, and escalating complex issues to SMEs while ensuring mission

Qualifications

• 2+ years of experience in Tier 1/2 support for Windows-based systems, networks, and applications.
• Experience with ticketing systems and monitoring tools.
• Strong troubleshooting for hardware, software, and network issues including TCP/IP, DNS, VPNs.
• Ability to communicate technical information to end users and senior staff.

Responsibilities

• Provide Tier 1 and Tier 2 support for deployed communication systems.
• Monitor help desk requests via phone, tickets, and monitoring tools.
• Perform root cause analysis and optimization of support processes.
• Troubleshoot issues related to secure communications, networking, and system performance.
• Escalate complex issues to SME and support mission operations and SIL activities.

Skills

Tier 1/2 support

Windows-based systems

TCP/IP DNS VPNs

Strong communication

Active Secret Clearance

Education

Bachelor's degree

Tools

Ticketing systems

Monitoring tools

Job description

Zachary Piper Solutions is seeking a Help Desk Specialist to support a company focused on mission-critical defense communications and secure operational networks supporting national security missions. This position is on-site in Centennial, CO. The Help Desk Specialist will provide Tier 1 and Tier 2 technical support for deployed communication systems, supporting a 24/7 operations environment and ensuring mission readiness across secure communications platforms. This is an opportunity to directly support defense operations by delivering real-time technical assistance, issue resolution, analytics, and operational support for critical communication capabilities.

Responsibilities for the Help Desk Specialist include:

• Provide Tier 1 and Tier 2 support for communication systems, assisting users with hardware, software, application, network, and connectivity issues.
• Monitor help desk requests through phone support, ticketing platforms, and monitoring tools while prioritizing incidents and ensuring timely resolution.
• Conduct root cause analysis, trend tracking, user issue scoring, and operational analytics to identify recurring issues and improve support processes.
• Troubleshoot application errors, network access challenges, secure communications issues, configuration problems, and mission system performance concerns.
• Escalate advanced technical issues to subject matter experts, document corrective actions, and support mission operations, system availability, and Systems Integration Laboratory (SIL) activities.

Required Qualifications for the Help Desk Specialist include:

• 2+ years of experience
• Experience providing Tier 1 and Tier 2 support for Windows-based systems, enterprise applications, networking infrastructure, and ticket management systems.
• Strong troubleshooting experience with hardware, software, operating systems, application support, TCP/IP, DNS, VPNs, routing, switching, secure communications, and incident management workflows.
• Bachelor's degree
• Active Secret Clearance
• Ability to support 24/7 operational environments and effectively communicate technical issues to end users and senior technical personnel.

Compensation for the Help Desk Specialist include:

• Salary Range: $30.00 - $44.00/hr depending on experience and shift assignment
• Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401K, Sick leave as required by law

Keywords: Help Desk Specialist, Help Desk, Service Desk, Technical Support, IT Support, Tier 1 Support, Tier 2 Support, Desktop Support, Customer Support, Incident Management, Ticketing Systems, Call Center Support, Windows Support, Software Support, Hardware Support, Application Support, Network Support, Systems Administration, NOC, Network Operations Center, TCP/IP, DNS, VPN, Routing, Switching, Secure Communications, Connectivity Troubleshooting, Root Cause Analysis, Operational Analytics, Trend Analysis, User Support, Mission-Critical Systems, Communications Systems, Defense Communications, Systems Integration Laboratory, SIL, Communications Support, Network Infrastructure, Monitoring Tools, Incident Response, Technical Documentation, Escalation Management, Mission Operations, CUI, Secret Clearance, CAC, Common Access Card, DoD, Department of Defense, Government Support, Aerospace, Cybersecurity, Security+, Network+, A+, DoD 8570, 24/7 Operations, Communication Systems Support, Network Troubleshooting, Application Troubleshooting, Operations Support, Technical Analyst, Service Desk Analyst.