Help Desk Tier I and II

Zachary Piper Solutions; Centennial (CO); On-site; USD 62,000 - 92,000; Full time

Benefits offered by this job

PTO

Paid holidays

Medical insurance

Dental insurance

Vision insurance

401(k)

Tuition assistance

Job summary

Zachary Piper Solutions in Denver, CO seeks a Help Desk Specialist to provide Tier 1/2 support in a 24/7 mission-critical environment. You will troubleshoot Windows, network, and application issues for secure government and defense contexts.

The role requires strong communication, incident management skills, and a Secret clearance (CAC preferred). On-site duties support national defense missions via the NEXUS platform.

Qualifications

• 2-8 years in enterprise help desk or technical support environments.
• Experience supporting Windows-based systems and network infrastructure.
• Ability to diagnose and troubleshoot software, hardware, OS, connectivity, and apps.
• Familiar with ticketing systems and incident management workflows.
• Clearance: active Secret or ability to obtain one; CAC credentialing.

Responsibilities

• Provide Tier 1 and 2 support for mission-critical comms systems in a 24/7 environment.
• Monitor, triage, and resolve incidents; document solutions and trends.
• Troubleshoot links: Link 16, JREAP-C, SIPR connectivity; ensure system availability.
• Support SIL capabilities and assist with mission initialization activities.
• Escalate complex issues to SMEs and improve processes through analysis.

Skills

Tier 1/2 support

Windows troubleshooting

Network troubleshooting

Communication skills

Analytical/problem solving

Education

Bachelor's degree in IT/CS/Cybersecurity/Engineering

Tools

Ticketing systems

CAC credentialing

SIPR/JREAP-C knowledge

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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