Help Desk Tier I and II - 171364

ZP Group; Centennial (CO); On-site; USD 41,000 - 61,000; Full time

Benefits offered by this job

PTO

Holidays

Medical

Dental

Vision

401(k)

Tuition Assistance

Job summary

Zachary Piper Solutions is seeking a Help Desk Specialist to support a mission-critical communications environment on-site in Denver, CO. The role provides Tier 1 and Tier 2 support for deployed systems, ensuring 24/8 operations for users in CUI and Secret environments.

Responsibilities include handling incidents via a ticketing system, troubleshooting network and application issues (Link 16, JREAP-C, SIPR), and maintaining SIL capabilities to ensure system availability for national defense

Qualifications

• 2-8 years of experience in help desk or NOC environments.
• Experience providing Tier 1/2 support for Windows-based systems.
• Ability to diagnose and troubleshoot software, hardware, OS, connectivity, and applications.
• Familiarity with incident management workflows and ticketing systems.
• Strong networking knowledge including TCP/IP, DNS, VPNs, routing, and switching.
• Active Secret Clearance or ability to obtain/maintain Secret Clearance.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for mission-critical systems in a 24/7 environment.
• Monitor, triage, and resolve incidents via ticketing systems; track trends and ensure timely resolution.
• Troubleshoot network and communications issues (Link 16, JREAP-C, SIPR) and ensure system availability.
• Support SIL capabilities and assist with mission initialization activities.
• Escalate complex issues and document solutions for process improvement.

Skills

Tier 1/2 support

Windows-based systems

Networking concepts

Troubleshooting

Documentation

Customer service

Education

Bachelor's degree in Information Technology/Computer Science/Cybersecurity/Engineering or related field

Tools

Ticketing systems

Monitoring 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 24/8 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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