Tier 1 Help Desk Analyst - Mission-Critical Communications

ZP Group; Centennial (CO); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Paid time off

Holidays

Job summary

Zachary Piper Solutions is seeking a Help Desk Analyst to provide first-line technical support for communication systems at a federal department. This is an on-site role based in Centennial, Colorado, with around-the-clock coverage for mission-critical systems.

You will be the initial point of contact for users, troubleshoot hardware, software, and network issues, document tickets, and escalate when needed.

Qualifications

• 1-2 years of help desk or technical support experience.
• Bachelor’s degree required.
• Working knowledge of Windows operating system, network fundamentals, ticketing systems, and call center tools.
• Ability to work rotating shifts as this is an around the clock operation.
• Eligibility to obtain a Common Access Card.
• Active secret clearance.

Responsibilities

• Provide technical support to users via phone, online channels, and Mattermost.
• Monitor system health, dashboards, and alerting tools to respond to failures.
• Diagnose and troubleshoot hardware, software, and network issues using procedures.
• Document, track, and manage support requests and service tickets.

Skills

Help desk experience

Windows OS

Network fundamentals

Ticketing systems

Call center tools

Active security clearance

Education

Bachelor's degree

Tools

Ticketing systems

Call center tools

Job description

Zachary Piper Solutions is seeking a Help Desk Analyst to provide first-line technical support for communication systems at a federal department. This is an on-site role based in Centennial, Colorado, with around-the-clock coverage for mission-critical systems.

You will be the initial point of contact for users, troubleshoot hardware, software, and network issues, document tickets, and escalate when needed.