Secret Cleared- Help Desk Specialist

Piper Companies; Centennial (CO); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Medical, Dental, Vision

PTO & Sick Leave

Flexible schedule

Growth opportunities

Job summary

Zachary Piper Solutions is seeking a Help Desk Specialist to deliver Tier 1 and Tier 2 support in a mission-critical communications environment. This on-site role is based in Denver, CO, supporting users operating within Secret-level environments and national defense missions via the NEXUS platform.

You will troubleshoot hardware, software, and connectivity issues, manage tickets, and coordinate with SMEs to resolve escalated problems while maintaining SIL readiness and operational availability.

Qualifications

• Experience providing Tier 1/2 support for Windows-based systems and networks.
• Experience with ticketing systems and incident management workflows.
• Familiarity with defense or cleared environments is a plus.
• Strong problem solving and excellent customer service.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for mission-critical systems 24/7.
• Monitor support requests, prioritize incidents, and ensure timely resolution.
• Troubleshoot issues related to Link 16, JREAP-C, SIPR, and mission systems.
• Support SIL operations and assist with mission initialization activities.
• Escalate complex issues to SMEs and document solutions.

Skills

Help desk experience

NOC operations

Tier 1/2 support

Windows troubleshooting

Networking basics

Customer communication

Incident management

Analytical skills

Education

Bachelor's degree in IT / CS / Cybersecurity

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 of the Help Desk Specialist:

• 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.

Qualifications of the Help Desk Specialist:

• 2-8 years of experience supporting enterprise help desk, network operations center (NOC), systems administration, or technical support environments
• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or related field preferred
• 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

Compensation for the Help Desk Specialist:

• Salary Range: $70,000+ *flexible based on experience and shift*
• Comprehensive Benefits: Medical, Dental, Vision, PTO, and Sick Leave as required by law
• Flexible working schedule
• Unlimited opportunities for growth

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