Help Desk Tier I and II

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

Benefits offered by this job

PTO

Paid Holidays

Medical

Dental

Vision

401(k)

Job summary

Zachary Piper Solutions seeks a Help Desk Specialist to support a critical national defense communications environment on-site in Denver, CO. The role provides Tier 1/2 support for deployed systems, ensuring 24/7 operation for users in CUI and Secret environments.

Responsibilities include incident management, troubleshooting network/communication issues, SIL support, and clear communication with users and SMEs. Active Secret Clearance or ability to obtain is required.

Qualifications

• 2-8 years of experience in help desk, NOC, sysadmin, or technical support environments.
• Experience providing Tier 1/Tier 2 support for Windows-based systems and network infrastructure.
• Diagnose and troubleshoot software, hardware, OS, connectivity, and app issues.
• Experience with ticketing systems, incident management, and workflows.
• Familiarity with TCP/IP, DNS, VPNs, routing, switching, and secure communications.
• Ability to communicate technical issues clearly to end users and senior staff.
• Active Secret Clearance or ability to obtain/maintain a Secret Clearance; CAC access.
• DoD 8570-compliant certification preferred (Security+, Network+, A+).

Responsibilities

• Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 environment.
• Monitor and respond to support requests via tickets and monitoring tools; prioritize incidents and track trends.
• Troubleshoot network and communications issues including Link 16, JREAP-C, SIPR connectivity, deployments, and system performance.
• Support mission operations by maintaining SIL capabilities and assisting with initialization activities.
• Escalate complex issues to SMEs, document solutions, and improve support processes.

Skills

Tier 1/2 Support

Windows Support

Network Troubleshooting

Customer Service

Clearance Knowledge

CAC Access

Education

Bachelor's degree in IT/CS

Tools

Ticketing Systems

SIL 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 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:

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