Tier 1 Help Desk Analyst

Piper Companies; Centennial (CO); On-site; USD 52,000 - 72,000; Full time

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.

Skills

Windows basics

Networking basics

Ticketing systems

Customer service

Communication

Education

Bachelor's degree

CAC eligibility

Tools

CompTIA A+ certification

Service desk platforms

Call center tools

Job description

Piper Companies is seeking a Help Desk Analyst I to provide first-line technical support for mission-critical NEXUS communication systems operating within Department of Defense (DoD) environments. This position supports operational users by troubleshooting technical issues, documenting incidents, monitoring system health, and escalating complex problems to advanced support teams. The role is based in Centennial, Colorado and supports a 24/7 mission-critical environment.

Location: Centennial, Colorado

Work Arrangement: Onsite

Clearance Requirement: Active Secret Clearance Required

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.
• Support users with Link 16 communications, JREAP-C connectivity, TRAX applications, mission initialization, EFB connectivity, Sentry+ devices, WinTAK, ATAK, and endpoint functionality.
• Escalate unresolved incidents to Tier 2 support personnel and Subject Matter Experts while maintaining accurate documentation and operational metrics.

Required Qualifications

• Bachelor's degree required.
• 1+ years of Help Desk, Technical Support, Customer Service, or related experience.
• Active Secret Clearance 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.
• Eligible to obtain and maintain a Common Access Card (CAC).

Preferred Qualifications

• CompTIA A+ certification.
• Prior military, government, or DoD support experience.
• Familiarity with tactical communications systems.
• Experience supporting mission-critical operational environments.
• Exposure to networking, communications, or defense technology platforms.

Compensation

Salary: Competitive based on experience

Benefits: Comprehensive medical, dental, vision, PTO, holiday pay, and retirement benefits available.

Keywords

Help Desk Analyst, Technical Support, Service Desk, Secret Clearance, DoD, Department of Defense, NEXUS, Link 16, JREAP-C, TRAX, Mattermost, Watch Tower, WinTAK, ATAK, Sentry+, EFB, Windows Support, Network Troubleshooting, Incident Management, Ticketing Systems, CAC, Tactical Communications, Mission Systems, Customer Support, Centennial Colorado, Defense Technology

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