Onsite DoD Help Desk Analyst - Secret Clearance

Piper Companies

Centennial (CO)

On-site

USD 52,000 - 72,000

Full time

9 days ago

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Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

PTO

Holiday pay

Retirement plan

Job summary

Piper Companies is seeking a Help Desk Analyst I to provide first-line technical support for NEXUS systems in DoD environments. Based in Centennial, Colorado, this onsite role covers 24/7 operations and involves troubleshooting, documenting incidents, and escalating complex issues.

You will support mission users via phone and online channels and monitor system health. A bachelor's degree and active Secret clearance are required, along with basic Windows/networking knowledge and ticketing

Qualifications

Bachelor's degree is required.
1+ years of Help Desk, Technical Support, Customer Service, or related experience.
Active Secret Clearance is required.
Basic knowledge of Windows operating systems and networking fundamentals.
Experience utilizing ticketing systems, service desk platforms, or call center tools.
Ability to work rotating shifts in a 24x7 operational environment.

Responsibilities

Provide telephone and online support to NEXUS-enabled mission users.
Receive, document, prioritize, and track support tickets and discrepancy reports.
Troubleshoot hardware, software, and connectivity issues using established fault trees and support procedures.
Monitor the ATOMS Support channel within Mattermost and respond to user requests.
Monitor SNC tools and dashboards, including Watch Tower, for system health alerts and failure notifications.
Escalate unresolved incidents to Tier 2 support personnel and Subject Matter Experts while maintaining accurate documentation and operational metrics.