Secret Cleared- Help Desk Specialist

Zachary Piper, LLC; Denver (CO); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

PTO & Sick Leave

Flexible schedule

Growth opportunities

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, operating in CUI and Secret-level environments.

You will troubleshoot hardware, software, and network issues, monitor requests with ticketing tools, coordinate with SMEs, and help maintain SIL capabilities to ensure 24/7 availability for national defense missions across the NEXUS platform.

Qualifications

• 2–8 years of experience in help desk, NOC, or systems support.
• Bachelor’s degree in IT, CS, Cybersecurity, Engineering, or related field preferred.
• Experience providing Tier 1/2 support for Windows-based systems and network infrastructure.
• Familiar with ticket tracking, incident management, and support workflows.
• Experience in secure government/defense or mission-critical environments preferred.

Responsibilities

• Provide Tier 1 and Tier 2 support for mission-critical communication systems in a 24/7 environment.
• Monitor and respond to support requests using ticketing and monitoring tools.
• Troubleshoot network/communications issues involving Link 16, JREAP-C, SIPR connectivity.
• Maintain SIL capabilities and assist with mission initialization activities.
• Escalate issues to SMEs and document solutions to improve processes.

Skills

Tier 1/2 support

Windows OS support

Networking basics

Incident management

Customer service

Education

Bachelor's degree in IT/CS 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 24/7 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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